Knowledge Advisor, IT Service Center

IT Service Center

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 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 repository
• Own team-unique processes for the Service Center; function as solution owner for Knowledge Base articles and announcements
• Collaborate with trainers to develop and update training for frontline analysts
• Communicate changes in support, documentation and knowledge to frontline analysts
• Partner with Level 2 analysts and supervisors for feedback on Knowledge Article creation
• Create specialized reporting to determine when Knowledge Articles can be retired
• Create periodic reports on applications, Calls & Incidents and Knowledge Base usage
• Provide Run Support, including Publish Changes / Maintenance Outages / New Integrations
• Work 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 needed
• Work to automate processes and drive efficiencies
• Use analytics to determine best practices and courses of action for analysts

Qualifications

• Bachelor's degree in related field, or equivalent work experience, preferred
• 4+ years of experience, preferred
• 1-3 years of IT Call Center/Help Desk experience, preferred
• Proficient in using ServiceNow and Microsoft Office products, preferred
• Knowledge of HTML, preferred
• Basic understanding of desktop technologies such as O365, Chrome, Okta and virtual technologies etc., preferred

What is expected of you and others at this level

• Applies comprehensive knowledge and a thorough understanding of IT concepts, principles, and capabilities to perform varied tasks and projects
• Ability to contribute and make decisions on the development of knowledge articles, policies and procedures
• Works on complex projects of large scope
• Develop innovative technical solutions to a wide range of difficult problems 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 - $96,300 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: 11/16/2025 *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.