Consultant Performance Monitoring - EIT Service Center

What The IT Service Center Contributes To Cardinal Health

The IT Service Center is responsible for resolving customer/client technical issues and responding to inquiries in accordance with service level objectives, processes, and procedures. Serves as liaison between customer/client and IT to resolve business issues related to technologies.

• Provides a positive technical support experience through handling concerns in a highly professional manner.
• Answers questions regarding system procedures, online transactions, systems status, and downtime procedures.
• Partners with end users correlate business requirements to technology solutions.
• Demonstrates appropriate interpersonal skills to manage and deliver exceptional customer service.
• Confers with end users and technology teams to resolve incidents. Ability to work independently or via a team collaboration process.
  
  

The role of Consultant, Performance Monitoring drives improvement initiatives and manages the IT Service Center’s mentoring program to accelerate analyst development, uphold operational compliance, and deliver measurable service outcomes. Collaborating with leaders, the Learning & Development team, and GBS Enablement, this role is the internal process owner for Verint STAC and a proponent of analytics-driven enablement across the organization.

You will own the full mentoring lifecycle—from new-hire onboarding through ongoing development—design targeted interventions to improve customer experience and KPI performance and provide hands-on operational support to analysts and supervisors. Using tools such as DPA and Verint STAC, you will analyze monitoring and speech data to identify skill gaps and trends, translate insights into coaching, action plans, and process improvements, and drive continuous improvement by ensuring tool reliability, promoting adoption, recommending enhancements, and aligning processes with operational priorities to sustain measurable gains.

Qualifications

• Education: Bachelor’s Degree in related field or equivalent work experience.
• Experience: At least 2 years working in a global IT service desk or similar support environment.
• Communication & Thinking: Excellent English communication skills, strong problem-solving ability, and solid analytical aptitude.
• Platform Familiarity: Experience with ServiceNow, Genesys Cloud, Verint, and Verint STAC products.
• Certifications: Relevant technical certifications are a plus.
• Schedule Flexibility: Willingness to work flexible hours as business needs require.
• Technical Skills: Proficient in Microsoft Excel.
• Remote Readiness: Equipped to work from home with a reliable internet connection of at least 35 Mbps.
• Onsite Availability: Able to work onsite as needed on a weekly basis
  
  

What is expected of you and others at this level?

• Partner across functions to identify performance gaps, trends, and improvement opportunities, and work with leaders to design, recommend, and implement performance improvement programs.
• Leverage data to recommend strategic adjustments and enhancements to the organization’s performance management processes.
• Coordinate communications with IT teams and business partners to ensure timely notification of critical updates to the team.
• Collaborate with GBS Enablement to improve the effectiveness of workforce tools such as speech analytics and desktop process analytics.
• Manage operational administration for IT Service Center performance management, including communications and advisory activities.
• Maintain mentoring documentation by managing and updating mentoring processes, procedures, and related materials.
• Ensure mentoring alignment so mentoring activities comply with ITSC policies and procedures.
• Enforce consistency for newly deployed support, processes, or policies across the ITSC.
• Organize learning forums by scheduling meetings and coaching sessions to align processes and share knowledge across the team.
• Select and onboard mentors by identifying, training, and preparing new mentors for their roles.
• Coach mentors and mentees to address opportunities and create actionable progress plans.
• Support mentor operations by assisting with scheduling, training coordination, and ongoing updates.
  
  

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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