Drive customer service innovation as a CSM Solution Owner with Mc Kesson. Leverage Service Now and omnichannel solutions to shape a world-class customer experience.In this pivotal role at Mc Kesson, you will enhance the Service Now 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 Service Now 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 experiencesRequirements:
4+ years of platform management experience
Hands-on experience with Service Now CSM
Knowledge of omnichannel customer engagement solutions
Experience with SLA/OLA configuration and monitoring
Bachelor’s degree in relevant field or equivalent experienceShape the future of customer service management at Mc Kesson with your expertise in CSM solutions.#J-18808-Ljbffr