Consultant - Contact Centre

Note: Roles are posted at the lowest level of a band however, employees should search across all levels of the band to identify all opportunities. Employees hired on banded positions (e.g., P1u2013P3, R1u2013R2, B1u2013B3, etc.) transfer at their current level, despite the level indicated on the job posting.

Key Responsibilities

IT Support & Troubleshooting

• Act as the first point of contact for IT-related issues via chat and phone support.
• Diagnose and resolve device, application, and access-related problems using remote desktop tools.
• Leverage endpoint management platforms to perform real-time diagnostics and issue resolution.

Automation & Self-Service Enablement

• Guide users to resolution through AI chatbot and other self-help channels.
• Promote adoption of AI-powered workflows to reduce avoidable contacts and improve efficiency.
• Document troubleshooting steps and identify gaps in knowledge base content.

Ticketing & Documentation

• Create and manage tickets in ServiceNow with complete issue context and configuration item linkage.
• Collaborate with escalation teams to ensure smooth ticket handoff and timely resolution.
• Maintain ticket hygiene and ensure accuracy of support data.

Experience Monitoring & Trend Identification

• Use endpoint tools and chatbot transcripts to identify recurring issues and service improvement opportunities.
• Contribute to feedback loops that inform automation, knowledge base updates, and process enhancements.

Qualifications

• Bacheloru2019s degree in computer science, Information Systems, or a related technical field (preferred).
• 1u20132 years of experience in service desk roles in a corporate or global environment.
• Working knowledge of ITSM platforms (e.g., ServiceNow), remote desktop tools, and end-user support technologies.
• Availability to work flexible work hours is/may be required.u00A0This team will support continuous operations across two shifts and therefore, this roleu00A0will require non-standard work hours, and some work on weekends and holidays.u00A0 Appropriate adjustments in benefits will be provided for employees working non-standard hours where applicable.

Skills & Expertise

• Strong communication, troubleshooting, and problem-solving skills.
• Familiarity with enterprise systems such as Windows, macOS, VPN, Office 365, and ServiceNow.
• Ability to navigate digital tools, automation flows, and remote support platforms.
• Certifications such as ITIL Foundations, CompTIA A+, Apple Device Support, and HDI Support Center Analyst are a plus.
• Cultural awareness and sensitivity to provide inclusive and empathetic support across diverse regions.

Additional Information

Total no. of positions for this role: 27

Lilly is dedicated to helping individuals with disabilities to actively engage in the workforce, ensuring equal opportunities when vying for positions. If you require accommodation to submit a resume for a position at Lilly, please complete the accommodation request form () for further assistance. Please note this is for individuals to request an accommodation as part of the application process and any other correspondence will not receive a response.

Lillyu00A0does not discriminate on the basis of age, race, color, religion, gender, sexual orientation, gender identity, gender expression, national origin, protected veteran status, disability or any other legally protected status.

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