CSM Solution Owner

McKesson is an impact-driven Fortune 10 company that touches virtually every aspect of healthcare. We are known for delivering insights products and services that make quality care more accessible and affordable. Here we focus on the health happiness and well-being of you and those we serve we care.

What you do at McKesson matters. We foster a culture where you can grow make an impact and are empowered to bring new ideas. Together we thrive as we shape the future of health for patients our communities and our people. If you want to be part of tomorrows health today we want to hear from you.

We are seeking a CSM Solution Owner with deep experience in Customer Service Management (CSM) to help shape and scale a secure reliable and business-aligned this role you will define platform direction partner across architecture product and operations and turn business needs into scalable solutions. You will lead platform improvements across case management entitlements omnichannel engagement SLA/OLA performance knowledge management and self service experiences while supporting delivery in a regulated enterprise environment.

What Youll Do

Lead the roadmap configuration and continuous improvement of the ServiceNow CSM platform aligning delivery to business and platform strategy.

Design and optimize case management and entitlements capabilities to support effective customer service operations.

Drive omnichannel integrations across chat portal and telephony/CTI to improve the customer and agent experience.

Configure and monitor SLA/OLA models dashboards and service performance measures to support operational outcomes.

Build and enhance knowledge base and self-service portal experiences to improve resolution speed and deflection.

Partner with architects product owners and delivery teams to translate requirements into scalable work packages and platform solutions.

Maintain high standards for security compliance documentation release readiness and delivery quality.

Support customer data model segmentation and journey mapping decisions that improve service workflows and platform value.

Basic Requirements

4 years of relevant experience in platform management ServiceNow customer service technology or related enterprise platforms.

Hands-on experience with ServiceNow CSM including case management and entitlements.

Experience configuring or supporting omnichannel customer engagement solutions including chat portal and telephony/CTI integrations.

Experience with SLA/OLA configuration service performance monitoring dashboards and reporting.

Experience with knowledge management and self-service portal configuration.

Strong understanding of platform governance release coordination documentation and cross-functional delivery in a secure compliant environment.

Bachelors degree in Computer Science Information Technology Engineering or a related field or equivalent experience. Preferred Skills/Experience

Experience with customer data models segmentation and journey mapping.

Familiarity with workflow design automation and platform adoption strategies.

Experience partnering with vendors and external stakeholders.

Strong collaboration problem-solving and continuous improvement mindset.

We are proud to offer a competitive compensation package at McKesson as part of our Total Rewards. This is determined by several factors including performance experience and skills equity regular job market evaluations and geographical markets. The pay range shown below is aligned with McKessons pay philosophy and pay will always be compliant with any applicable regulations. In addition to base pay other compensation such as an annual bonus or long-term incentive opportunities may be offered. For more information regarding benefits at McKesson please click here.

Our Base Pay Range for this position

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McKesson is an Equal Opportunity Employer

McKesson provides equal employment opportunities to applicants and employees without regard to race color religion sex sexual orientation gender identity national origin protected veteran status disability age genetic information or any other legally protected category. For additional information on McKessons full Equal Employment Opportunity policies visit our Equal Employment Opportunity page.

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Join us at McKesson!