Senior Engineer, 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.

IT Client Systems Management -- IT Client Systems Management is responsible for end user compute engineering, virtualization, and real-time communications.

Responsibilities:

• Champion Cardinal Health Client Engineering and Modern Workplaces

• Demonstrates advanced knowledge of automation and scripting methodologies within area of technology concentration

• Designs, implements, and coordinates Cardinal Health M&A processes

• Scope out and design future state of Client Engineering space

• Work closely with leadership and technical leads on implementing new solutions in Client Engineering

• Demonstrates knowledge of business processes, systems engineering, operations research, and engineering aspects

• Demonstrates knowledge of technology concentration implemented within a large-scale enterprise environment

• Analyze system operating efficiencies, capacity and recommends measures to improve performance and cost effectiveness

• Lead onboarding of new technologies; lead RFPs and POCs of technical solutions in Client Engineering space.

• Focus on Solution Development for Client Engineering space; seek out issues and work with adjoining technical teams on solutions.

• Lead stakeholder calls with supporting teams (Service Center, Tier 2, Networking, etc)

• Lead merger and acquisition activities

• Lead escalation activities and drives case resolution and process improvement

• Work with Tier 1 and Tier 2 support to deliver solutions to technical issues

• Design strategies to improve application availability, performance, and overall system health

• Diagnose and resolve complex application issues

• Perform root cause analysis and implement long term fixes for reoccurring issues; do not just fix the issue

• Design strategies to improve end user experience through technical means, working with Tier 1 and Tier 2 to outline issues

• Applies expert knowledge and a thorough understanding of concepts, principles, and technical capabilities to perform varied tasks and projects

• Contribute to the development of policies and procedures

• Provide third level escalation support to technical support teams

Qualifications:

• Bachelor's degree in related field, or equivalent work experience, preferred

• 8+ years of experience in related field, preferred

• Applicable technical certifications, preferred

• Experience with ConfigMgr – Understanding fundamentals of software deployments, packaging efforts, configuration and modification of policies, preferred

• Experience with AutoPilot: Understanding of deployment methodologies and improvements, preferred

• Extensive scripting experience required: Powershell and associated coding languages, with a focus on development of Client based scripting (IE, not end user facing/front ends), preferred

• Prioritize and manage several open issues at one time, tackling both urgent technical issues and longer-term project deliverables, preferred

• Ability to have a long term vision of workstation engineering and collaboration, preferred

• Experience in building a robust knowledge base, authoring content, maintaining existing content and promoting the use of self-service to employees and ancillary teams, preferred

• Ability to be able to travel to domestic and international sites, pref