Knowledge Advisor, IT Service Center

What IT Service Center contributes to Cardinal HealthInformation 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 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, 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.Responsibilities Primary owner of the Service Center Knowledge Base repositoryOwn team-unique processes for the Service Center; function as solution owner for Knowledge Base articles and announcementsCollaborate with trainers to develop and update training for frontline analystsCommunicate changes in support, documentation and knowledge to frontline analystsPartner with Level 2 analysts and supervisors for feedback on Knowledge Article creationCreate specialized reporting to determine when Knowledge Articles can be retiredCreate periodic reports on applications, Calls & Incidents and Knowledge Base usageProvide Run Support, including Publish Changes / Maintenance Outages / New IntegrationsWork on Operational Excellence projects or committees to improve efficiencies (LRTS/A3, CoP, etc.)Attend ad-hoc meetings with Tier 2 teams to address ongoing & future support, knowledge updates, etc. Work with project leads and attend “build” project meetings, as neededWork to automate processes and drive efficienciesUse analytics to determine best practices and courses of action for analystsQualificationsBachelor's degree in related field, or equivalent work experience, preferred4+ years of experience, preferred1-3 years of IT Call Center/Help Desk experience, preferredProficient in using ServiceNow and Microsoft Office products, preferredKnowledge of HTML, preferredBasic understanding of desktop technologies such as O365, Chrome, Okta and virtual technologies etc., preferredWhat is expected of you and others at this levelApplies comprehensive knowledge and a thorough understanding of IT concepts, principles, and capabilities to perform varied tasks and projectsAbility to contribute and make decisions on the development of knowledge articles, policies and proceduresWorks on complex projects of large scopeDevelop innovative technical solutions to a wide range of difficult problems consistent with organization objectivesCompletes work independently; receives general guidance on new projectsWork reviewed for purpose of meeting objectivesMay act as a mentor to less experienced colleaguesAnticipated salary range:$67,500 - $96,300Bonus eligible:NoBenefits:Cardinal Health offers a wide variety of benefits and programs to support health and well-being.Medical, dental and vision coveragePaid time off planHealth savings account (HSA)401k savings planAccess to wages before pay day with myFlexPayFlexible spending accounts (FSAs)Short- and long-term disability coverageWork-Life resourcesPaid parental leaveHealthy lifestyle programsApplication window anticipated to close:11/16/2025 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.

Created: 2025-09-18