Drive customer service innovation as a CSM Solution Owner with McKesson. Leverage ServiceNow and omnichannel solutions to shape a world-class customer experience.

In this pivotal role at McKesson, you will enhance the ServiceNow CSM platform by leading its roadmap and continuous improvements. With over four years of experience in platform management and customer service technology, your expertise in case management, entitlements, and omnichannel integrations will be vital in meeting business and platform goals. You’ll collaborate cross-functionally to translate requirements into actionable solutions, all within a secure enterprise setting.

Key Responsibilities:
Lead the roadmap for the ServiceNow CSM platform
Design case management and entitlements for customer support




Drive omnichannel integration across various channels
Configure SLA/OLA models and monitor service performance
Enhance knowledge management and self-service experiences

Requirements:
4+ years of platform management experience
Hands-on experience with ServiceNow CSM
Knowledge of omnichannel customer engagement solutions
Experience with SLA/OLA configuration and monitoring
Bachelor’s degree in relevant field or equivalent experience

Shape the future of customer service management at McKesson with your expertise in CSM solutions.
J-18808-Ljbffr

📌 Customer Service Manager Csm H/f Ottawa
🏢 McKesson
📍 Ottawa