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 platform.

In 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 You’ll Do • Lead the roadmap, configuration, and continuous improvement of the Service

Now 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, Service

Now, customer service technology, or related enterprise platforms. • Hands-on experience with Service

Now 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. • Solid understanding of platform governance, release coordination, documentation, and cross-functional delivery in a secure, compliant environment. • Bachelor’s 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 McKesson's 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 Our Base Pay Range for this position $81,500 - $108,600 McKesson has become aware of online recruiting-related scams in which individuals who are not affiliated with or authorized by McKesson are using McKesson’s (or affiliated entities, like Cover

MyMeds or RxCrossroads) name in fraudulent emails, job postings or social media messages.

In light of these scams, please bear the following in mind: McKesson Talent Advisors will never solicit money or credit card information in connection with a McKesson job application.

McKesson Talent Advisors do not communicate with candidates via online chatrooms or using email accounts such as Gmail or Hotmail.

Note that McKesson does rely on a virtual assistant (Gia) for certain recruiting-related communications with candidates.

McKesson job postings are posted on our career site: .

📌 CSM Solution Owner (Mississauga)
🏢 MCD McKesson Canada Corporation / La Corporation McKesson Canada
📍 Mississauga