Senior Analyst, IT Client Services

What IT Client Services 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 Client Services provides Tier 1-3 virtual and physical support to the organization's end users for software, hardware, conference room technology and meeting support, warehouse technology, server, network, and enterprise systems issues. Frequently responding to escalated issues from the IT Service Center family, this job family resolves user requests through discussions with users and coordination with internal and external resources, and provides education and trainings to users to facilitate knowledge transfer and prevent problem reoccurrence. IT Client Services also maintains ownership for certain end user productivity platforms and capabilities, such as virtual environments and collaboration toolsets, and addresses service outages. This job family acquires, installs and upgrades PC components and software, while also performing asset management for software and hardware.

Qualifications

• 2-4 years of experience
• BA, BS or equivalent experience in related field. Advance Degree may be required

What is expected of you and others at this level

• Onboarding

• New hire forecasting
  • Working closely with TA for the forecasting process
• Headcount Monitoring
  • Continuous monitoring and maintaining the FTE database
• New Employee Onboarding Request
  • Open/Update/Assign/Resolve REQUEST in Service Now and monitor ticket queue
  • Coordination with Procurement Team for Purchase Request Processing

• Operational

• Incident Ticket Management
  • Open/Update/Assign/Resolve incidents in Service Now and monitor ticket queue
  • Performs proactive and reactive troubleshooting to effectively identify potential incidents or problems and attempt to eliminate them before they occur
  • Provide advanced on-site/off-site Escalation IT client support. Escalation POC for providing Tier 2+ support for software and hardware devices (virtual or physical) related to desktops, laptops, and associated peripherals.
  • Provides first level support and troubleshooting for Audio Visual issues
• SRT Management
  • Participate in an SRT call to resolve severity issues
  • Gather RCA (Root Cause Analysist) information from resolving Team
• Weekly Incident/Request Reports and Analysis
  • Continuous monitoring and maintaining INC/REQ ticket reports
  • Review and consolidate Year to date report on a weekly basis
• EIT Build Project Build Support
  • Participates in the design, selection and implementation of new hardware and software. This will include working with users, vendors, and other IT services staff or any research to determine additional hardware or software requirements for new projects
  • Work with Network team and EIT teams for remote site infrastructure projects, perform physical implementation, and conduct the build-to-run transition to Service Desk and RCS teams
  • Create, test, and develop current Workstation images. Test and evaluate applications for workstation distribution.
• Process Documentation and Review
  • Provide support in defining process scope and documenting
  • Set Process quality standards to identify bottlenecks and inefficient process
  • Participate in process review and improvement
• Change and Enhancement Management
  • Open/Update Change/Enhancement in Service now and monitor ticket status
  • Participate in a CHANGE and Enhancement engagement
• Vendor Management
  • Conducting interviews with new vendors and informing approved vendors of their responsibilities and obligations.
  • Establishing standards by which to assess the performance of approved vendors.
  • Meeting with suitable vendors to assess their products, inquire about their services and communicate any product or service-related concerns.
  • Evaluating current vendor management programs and identifying ways to improve and contract review.
  • Ensure all IT asset for repair and maintenance are properly communicated and RMA process is established.

• Off-Boarding

• Exit Clearance
  • Ensure to collect all company-issued devices such as phones, laptops, desktops and other IT asset peripherals
  • Responsible in assuring that the accountability of the user has been performed on the RCS Clearance Sign-off
• IT Asset Retirement/Disposal
  • Participate in preparations of IT asset disposal
  • Ensure to handle in responsible manner due to the environmental and business risk associated with equipment disposal

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.