Consultant - IT and Application Support

At Lilly, the work is demanding because patients are waiting. We unite caring with discovery to help make life better for people around the world, knowing that every decision, every detail, and every day matters. Headquartered in Indianapolis, Indiana, our over 50,000 employees around the globe take on complex challenges to discover and deliver life-changing medicines, strengthen how health is understood and managed, and support the communities we serve. This is hard, urgent, selfless work—but it’s work worth doing. If you’re driven by purpose and ready to bring your best to work that truly matters for patients, we invite you to join us. At Technology @ Lilly, we define success by the employee experience, working backward from their needs to our solutions. Our shift to a Lilly-led, digital-first service model is transforming how we deliver support — and it depends on empowered problem solvers, not process followers. As a Consultant for IT and Application Support, you are the primary advocate for our workforce across both IT and application support, using intelligent tools and sound judgment to restore confidence and productivity at first contact. This role is designed for the ambitious. We are looking for people who are obsessed with the customer experience and ready to resolve — not just route. You will work across IT/device issues and application support, looking beyond the immediate problem to the root cause, navigating ambiguity, and delivering a memorable, personalized experience that earns trust. As an advanced-L1 contributor, you will also help raise the standard of the desk — coaching peers and helping prove practices that scale across our support model. Key Responsibilities IT & Application Support — First Contact Resolution - Act as the first point of contact for IT and application-related issues via chat, self-service, and phone. - Diagnose and resolve device, application, and access-related problems — moving beyond catch-and-dispatch to resolve more at first contact and reduce downstream escalations. - Provide basic application troubleshooting and access-provisioning assistance across supported applications. - Use remote desktop and endpoint management tools for real-time diagnostics and resolution. Automation & Self-Service Enablement - Guide users to resolution through AI chatbot, self-heal, and other self-service channels. - Champion adoption of AI-powered workflows to reduce avoidable contacts and shift routine work left. - 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. - Ensure clean handoffs to escalation and application teams for timely resolution. - Maintain ticket hygiene and accuracy of support data. Experience, Insights & Continuous Improvement - Use endpoint tools and chatbot transcripts to spot recurring issues and improvement opportunities. - Feed insights into automation, knowledge, and process improvements — helping deflect volume to self-heal and self-service. - As an advanced-L1 contributor, support peer coaching and help codify practices that can be adopted more widely across the desk. Qualifications - Bachelor’s degree in Computer Science, Information Systems, or a related technical field (preferred). - 2–4 years in IT support, service desk, or application support in a corporate or global environment. - Working knowledge of ITSM platforms (e.g., ServiceNow), remote desktop and endpoint tools, and end-user support technologies. - Exposure to application-support troubleshooting and the ability to pick up new applications quickly. - Availability to work flexible, non-standard hours across two shifts, including weekends and holidays, with 24×7 support coverage as required. Appropriate benefit adjustments are provided for non-standard hours where applicable. Key Competencies & Personal Attributes - Customer Obsession — Start with the employee and work backward. You see users as customers to be delighted, not tickets to be closed, and you work to earn and keep their trust. - High Judgment & Intuition — You operate beyond scripts, adapting instantly to unique situations. You never hide behind “that’s not my job” or rigid protocol when it leads to a poor outcome. - Resolve, Don’t Route — You push to solve at first contact and get to the root cause, rather than dispatching the problem onward. - Memorable Service Delivery — You make support feel seamless, personalized, and memorable; users remember how you made them feel, not just that you fixed the issue. - Earn Trust — You listen, speak candidly, and communicate with clarity — no jargon, no arrogance. You own mistakes, fix them, and make sure the user feels understood. - Proactive Curiosity — You never settle for the quick fix. You ask “why,” look for ways to prevent the next contact, and champion AI and self-help tools to empower users. 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 (https://careers.lilly.com/us/en/workplace-accommodation) 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. #WeAreLilly