CSM Solution Owner

McKesson; Mississauga; On-site; CAD 82,000 - 109,000; Full time

Benefits offered by this job

Total Rewards

Job summary

McKesson in Mississauga, Canada, is seeking a CSM Solution Owner to shape and scale a ServiceNow-based customer service platform. You will define platform direction, partner across architecture, product, and operations, and translate business needs into scalable solutions that improve case management, entitlements, and omnichannel engagement.

You will lead platform improvements, monitor SLA/OLA performance, and ensure security, compliance, and delivery quality while supporting data-model

Qualifications

• 4+ years of platform management experience in enterprise settings.
• Hands-on ServiceNow CSM experience with case management and entitlements.
• Experience configuring omnichannel engagement, including chat and telephony integrations.
• Familiarity with SLA/OLA models, dashboards, and reporting.
• Knowledge management and self-service portal configuration.

Responsibilities

• Lead the roadmap, configuration, and continuous improvement of the ServiceNow CSM platform.
• Design and optimize case management and entitlements capabilities.
• Drive omnichannel integrations across chat, portal, and CTI.
• Configure and monitor SLA/OLA models and performance dashboards.
• Build knowledge base and self-service portal experiences.
• Collaborate with architects, product owners, and delivery teams to translate requirements.
• Maintain high standards for security, compliance, and release readiness.
• Support data models, segmentation, and journey mapping decisions.

Skills

ServiceNow CSM

Case management

Entitlements

Omnichannel engagement

SLA/OLA configuration

Knowledge management

Self-service portal

Security and compliance

Platform governance

Vendor partnerships

Education

Bachelor’s degree in Computer Science, Information Technology, Engineering, or related field

Tools

ServiceNow

Job description

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 tomorrow’s 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 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 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.
• 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.

Our Base Pay Range for this position

$81,500 - $108,600

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 McKesson’s full Equal Employment Opportunity policies, visit our Equal Employment Opportunity page.

McKesson is committed to being an Equal Employment Opportunity Employer and offers opportunities to all job seekers including job seekers with disabilities. If you need a reasonable accommodation to assist with your job search or application for employment, please contact us by sending an email to (United States) [e-mail] or (Canada) [e-mail]. Resumes or CVs submitted to this email box will not be accepted.

Join us at McKesson!