Consultant - Contact Centre

At Lilly, we unite caring with discovery to make life better for people around the world. We are a global healthcare leader headquartered in Indianapolis, Indiana. Our employees around the world work to discover and bring life-changing medicines to those who need them, improve the understanding and management of disease, and give back to our communities through philanthropy and volunteerism. We give our best effort to our work, and we put people first. We're looking for people who are determined to make life better for people around the world.

At Lilly, we believe in the talent of our workforce. One of the best ways to utilize and develop that talent is to use our existing workforce to fill new and/or open positions. If you are looking for a new position within Lilly, you can view and apply to open roles posted in the internal job posting system. You must meet the minimum qualifications outlined in the job description and have/obtain work authorization in the country the position is in order to be considered. When applying internally for a position, your current supervisor will receive notification that you have applied to the position. We encourage employees to discuss the opportunity with their supervisor prior to applying.

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., P1–P3, R1–R2, B1–B3, etc.) transfer at their current level, despite the level indicated on the job posting.

At Lilly, our commitment to a digital-first, automation-driven support model is transforming the way we deliver IT services. As
Contact Centre IT
Support Specialist
, you will be a key frontline contributor, resolving a wide range of technical issues and enhancing the user experience through intelligent tools and proactive support. This role is ideal for individuals who are passionate about technology, customer service, and continuous improvement.

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

• Bachelor's degree in computer science, Information Systems, or a related technical field (preferred).
• 1–2 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. This team will support continuous operations across two shifts and therefore, this role will require non-standard work hours, and some work on weekends and holidays. 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.

Lilly does 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.