What IT Service Center contributes to Cardinal Health
Information Technology oversees the effective development, delivery, and operation of computing and information services. This function anticipates, plans, and delivers Information Technology solutions and strategies that enable operations and drive business value.
IT Service Center resolves client/customer technical issues through virtual, real-time communication and provides advanced support to frontline analyst that work with clients/customers in accordance to service level objectives, processes, and procedures. This job family serves as a liaison between the client/customer and other internal Information Technology resources to resolve business issues related to technologies and, as necessary, coordinates to escalates complex and large-scale issues to other job families. IT Service Center maintains a knowledge repository which is maintained for use across IT to assist in supporting clients/customers/Frontline Analysts.
Job Summary
IT Service Center is responsible for resolving customer/client technical problems and responding to questions in accordance to service level objectives, processes and procedures. Serves as liaison between customer/client and IT to resolve business issues related to technologies.
Provides technical support to the organizations internal/external users of computer applications and hardware.
Answers questions regarding system procedures, online transactions, systems status and downtime procedures.
Serves as a liaison between customer/client and IT to resolve business issues related to technologies.
Collaborates with network services, software systems engineering and/or applications development in order to restore service and/or identify problems.
Maintains a troubleshooting tracking log ensuring timely resolution of problems.
Manages user access rights.
Responsibilities :
Work on internal/external Operational Excellence projects or committees to improve efficiencies (LRTS/A3, CoP, etc.)
Own team-unique processes for the Service Center; function as solution owner for defects and build projects
Work with trainers to develop and update training for frontline analysts
Create specialized reporting for Tier 2 teams and the business
Work with Level 2 analysts and supervisors on incident/call scrubbing expectations/criteria in support of scorecard
Communicate changes in support, documentation, knowledge to frontline analysts
Create periodic reports on applications, Calls & Incidents and knowledge usage
Trend data to pinpoint call drivers and present use cases to tier 2, management, etc.
Participates as needed in monthly/bi-weekly Tier 2 meetings
Run Support - Changes / Maintenance Outages / New Integrations
Ad-hoc meetings with Tier 2 teams to address ongoing & future support, knowledge updates, etc.
Serve as escalation POC between the Service Center, business, app services and Tier 2 teams
Work with project leads and attend "build" project meetings (as needed)
Regularly meet with knowledge engineers to review, update and create new knowledge articles and incorporate new support documentation/references
Initiate and attend SRT's as needed
Escalation point for Level 1 and Level 2's
Qualifications
2-4 years of experience preferred
BA, BS or equivalent experience in related field preferred
What is expected of you and others at this level
Applies working knowledge in the application of concepts, principles and technical capabilities to perform varied tasks
Works on projects of moderate scope and complexity
Identifies possible solutions to a variety of technical problems and takes action to resolve
Applies judgment within defined parameters
Receives general guidance and may receive more detailed instruction on new projects
Work reviewed for sound reasoning and accuracy
Act as a Subject Matter Expert for customer ordering applications technical troubleshooting processes
Update customer knowledge articles with pertinent instructions and information
Perform Technical Quality Assurance checks on Frontline Calls
Answer incoming Frontline analyst and customer calls
Troubleshoot software and hardware issues via phone
Candidates who are back-to-work, people with disabilities, without a college degree, and Veterans are encouraged to apply.
Cardinal Health supports an inclusive workplace that values diversity of thought, experience and background. We celebrate the power of our differences to create better solutions for our customers by ensuring employees can be their authentic selves each day. Cardinal Health is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, ancestry, age, physical or mental disability, sex, sexual orientation, gender identity/expression, pregnancy, veteran status, marital status, creed, status with regard to public assistance, genetic status or any other status protected by federal, state or local law.
Headquartered in Dublin, Ohio, Cardinal Health, Inc. (NYSE: CAH) is a distributor of pharmaceuticals, a global manufacturer and distributor of medical and laboratory products, and a provider of performance and data solutions for healthcare facilities.We are a crucial link between the clinical and operational sides of healthcare, delivering end-to-end solutions and data-driving insights that advance healthcare and improve lives every day. With deep partnerships, diverse perspectives and innovative digital solutions, we build connections across the continuum of care. With more than 50 years of experience, we seize the opportunity to address healthcare's most complicated challenges – now, and in the future.As a global, growing company, we’re able to offer rewarding careers that let you make a positive impact on our customers and communities.
