Business Advisor - IT Service Center

What Business Advisor, IT Service Center contributes to Cardinal Health
The Business Advisor, IT Service Center serves as a strategic liaison between the IT Service Center, business stakeholders, product teams, and customer support organizations to ensure the effective delivery of technology services across a global enterprise. This role partners closely with operational leaders and service delivery teams to enhance customer experience, improve service performance, and drive operational excellence.

As a key member of the IT Service Center organization, the Business Advisor helps shape and optimize support services that enable employees and business partners around the world to work effectively. Responsibilities span stakeholder relationship management, operational readiness for new technologies and services, service performance analysis, and continuous improvement initiatives.

The Business Advisor leverages data-driven insights to identify trends, recommend improvements, and advance capabilities such as automation, self-service, knowledge management, and workforce effectiveness. Acting as the voice of both end users and frontline support teams, this role ensures that business needs are translated into scalable operational solutions that improve service quality, increase efficiency, and support the organization's digital transformation objectives.

This position offers the opportunity to influence global support strategies, collaborate with cross-functional teams across multiple regions, and contribute to the ongoing evolution and maturity of the IT Service Center.

Responsibilities:

Relationship Management & Stakeholder Alignment

• Act as the primary escalation Point of Contact (POC) and liaison between the Service Center, business teams, Application Services, and Tier 2/Tier 3 support teams.

• Represent the IT Service Center in regular touchpoints, Change Control Board (CCB) reviews, and operational syncs with Tier 2 technical teams and business stakeholders.

• Gather Voice of the Customer (VOC) and Voice of the Analyst (VOA) insights to identify opportunities for enhancing end-user experience and standard operating procedures (SOPs).

Build-to-Run & Operational Support

• Own team-unique support processes for the Service Center and function as the solution owner for new applications, process modifications, and mergers/acquisitions.

• Partner with Project Managers and build teams during the project lifecycle to assess Service Center impact, ensure support readiness, and manage seamless transitions into production.

• Process daily Knowledge Base feedback and submissions to ensure documentation accuracy and consistency.

• Collaborate with Learning and Development to develop and update frontline training content and operational updates.

• Monitor Service Restoration Team (SRT) activities and major outages, managing frontline communication, call tree messaging (FEM/MOTD), and outage tracking.  Actively participate in SRTs as required.

Data Analysis, Reporting & Process Optimization

• Track and analyze operational data (incident drivers, call volumes, ticket coding, and knowledge article usage) to pinpoint key drivers and recommend solution use cases.

• Conduct regular First Contact Resolution (FCR) ticket scrubs and data analysis to identify training opportunities and process gaps.

• Generate specialized reporting and performance dashboards for project hypercare periods, Tier 2 teams, and leadership.

• Partner on Operational Excellence (OE) initiatives, Communities of Practice (CoP), and continuous improvement efforts aimed at driving call deflection and automation (AI, RPA, ML).

Qualifications:

• Education: Bachelor’s degree in Information Technology, Business Administration, Communications, or equivalent work experience, preferred

• Experience: 4+ years of experience in IT Service Management, Help Desk/Call Center operations, or IT Service Delivery, preferred

• Platform Experience: Hands-on experience using ServiceNow or equivalent enterprise ITSM ticketing platforms, preferred

• Desktop Technologies: Solid understanding of enterprise desktop environments (e.g., Office 365, Chrome, Okta, virtual desktop technologies), preferred

• Communication: Strong verbal and written communication skills with the ability to articulate technical details effectively to both technical teams and business leadership, preferred

• Service Center Tools: Proficiency with ServiceNow, Hive Project Management, Verint, Genesys Cloud, and Tableau reporting tools, preferred

• Analytical Capability: Strong analytical and reporting skills with experience using Excel, Tableau, or Power BI for operational data analysis, preferred

• Frameworks & Best Practices: Familiarity with ITIL best practices, Knowledge-Centered Service (KCS), and Operational Excellence methodologies (A3, Lean, Kaizen), preferred

• Organizational Skills: Exceptional organizational, multi-tasking, and problem-solving skills in a fast-paced environment, preferred

What is expected of you and others at this level

• Applies comprehensive knowledge and a thorough understanding of concepts, principles, and technical capabilities to perform varied tasks and projects

• May contribute to the development of policies and procedures

• Works on complex projects of large scope

• Develops technical solutions to a wide range of difficult problems

• Solutions are innovative and consistent with organization objectives

• Completes work; independently receives general guidance on new projects

• Work reviewed for purpose of meeting objectives

• May act as a mentor to less experienced colleagues

Anticipated salary range: $67,500.00 - $96,300.00

Bonus eligible: No

Benefits: Cardinal Health offers a wide variety of benefits and programs to support health and well-being.

• Medical, dental and vision coverage

• Paid time off plan

• Health savings account (HSA)

• 401k savings plan

• Access to wages before pay day with myFlexPay

• Flexible spending accounts (FSAs)

• Short- and long-term disability coverage

• Work-Life resources

• Paid parental leave

• Healthy lifestyle programs

Application window anticipated to close: 11/02/2026 *if interested in opportunity, please submit application as soon as possible.

The salary range listed is an estimate. Pay at Cardinal Health is determined by multiple factors including, but not limited to, a candidate’s geographical location, relevant education, experience and skills and an evaluation of internal pay equity.

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.

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