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.