Senior Analyst, IT Service Center (Customer Applications)

What IT Service Center contributes to Cardinal Health

The Enterprise IT Service Center is a full-service technical support center that provides immediate assistance for customers and clients utilizing Cardinal Health customer ordering applications. 

Job Summary

The Senior Analyst, IT Service Center (Customer Applications) provides technical support and assistance to customers using computer hardware, standard desktop applications or Cardinal software applications. Associates perform troubleshooting and conduct problem determination to identify problem source and resolve as possible.  Support escalation process for customer critical applications.

Shift: 10:00am/11:00am - 8:00pm EST

Responsibilities

• Answer incoming client and customer calls
• Troubleshoot software and hardware issues via phone
• Train end users in the use of equipment and software
• Acquire and maintain expert knowledge of emerging desktop technologies and software applications
• Fully document all cases in call tracking software and escalate to appropriate queue
• Escalate support call to supervisor as necessary
• Assume ownership of project-related tasks as needed or assigned
• Act as liaison between clients or customers, business advisors, and other Cardinal IT organizations or external IT vendors
• Act as a SME for customer ordering applications technical troubleshooting processes
• Update customer knowledge articles with pertinent instructions and information

Qualifications

• Bachelors degree in related field or equivalent work experience, preferred
• 2+ years experience in related field preferred
• Call center experience preferred
• Strong communication skills – written and verbal
• Demonstrated experience supporting customer interactions and troubleshooting preferred
• Experience troubleshooting web browsers and security settings preferred
• Intermediate to advanced knowledge of MS Office, SAP, and other commonly used internal applications preferred
• Experience troubleshooting customer ordering applications (CSOS, Order Express, Market) preferred
• Applies strong attention to detail to ticketing/case management
• Retains general knowledge of distribution & manufacturing operations
• Demonstrates the ability to train and mentor level 1 customer analysts

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 actions to resolve
• Applies judgment within defined parameters
• Receives general guidance may receive more detailed instruction on new projects
• Work reviewed for sound reasoning and accuracy
• Ability to work varying shifts to support team coverage

Anticipated hourly range: $27.00 per hour - $38.69 per hour

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: 5/26/2025 *if interested in opportunity, please submit application as soon as possible.
 

The hourly 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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