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Added 13 mins ago
Assistant Manager, Marketing Automation
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Montreal, QC
are looking for an Assistant Manager, Marketing Automation to support the
Added 26 mins ago
Research Assistant
RI-MUHC | Research Institute of the MUHC | #rimuhc
Montreal, QC
Temporary
…Personalized Transplant Care Research Program. The Research Assistant will report to the Principal Investigator and work closely with a multidisciplinary team of clinicians, data managers,…
Added 26 mins ago
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Executive Assistant, Enterprise Delivery Office
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Développeur Principal Full Stack Liferay
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…Gmail or Hotmail. Note that McKesson does rely on a virtual assistant (Gia) for certain recruiting-related communications with…
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McKesson

CSM Solution Owner

Mississauga, ON, Canada

Pay: $81,500 - $108,600
Job type: Full-time
Apply by: Oct 30, 2026
Experience: 4+ years of relevant experience in platform management, ServiceNow, customer service technology, or related enterprise platforms.
Posting language: English
Posted: Sep 23, 2026

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Applications open in a new tab.

Original 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. For more information regarding benefits at McKesson, please click here.

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 CoverMyMeds 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: careers.mckesson.com.

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) Disability_Accommodation@McKesson.com or (Canada) Accessibility@mckesson.ca. Resumes or CVs submitted to this email box will not be accepted.

Join us at McKesson!

Apply About employer

More about this job

Responsibilities

Lead the ServiceNow CSM roadmap, configuration, and continuous improvement, including case management, entitlements, omnichannel engagement, service performance, knowledge management, and self-service. Partner with architecture, product, and delivery teams to turn business needs into secure, compliant, scalable platform solutions and improve customer service workflows.

Requirements

Requires at least four years of relevant platform, ServiceNow, customer service technology, or enterprise platform experience, including hands-on ServiceNow CSM experience with case management and entitlements. Candidates should also have experience with omnichannel integrations, SLA/OLA performance, knowledge and self-service capabilities, and platform governance; a bachelor's degree in a related field or equivalent experience is required.

Skills

ServiceNow CSM
Platform Management
Case Management
Entitlements
Omnichannel Integrations
Chat, Portal, And Telephony/CTI
SLA/OLA Configuration
Service Performance Monitoring
Dashboards And Reporting
Knowledge Management
Self-Service Portals
Platform Governance
Release Coordination
Customer Data Modeling
Segmentation And Journey Mapping
Workflow Design And Automation

Visa sponsorship

Not detected in the job text

Keywords

ServiceNow CSM
Customer Service Management
Platform Roadmap
Platform Configuration
Case Management
Entitlements
Omnichannel Engagement
Chat
Customer Portal
Telephony
CTI Integrations
SLA/OLA
Service Performance
Dashboards
Reporting
Knowledge Management
Self-Service
Customer Data Model
Segmentation
Journey Mapping
Workflow Design
Automation
Platform Governance
Release Coordination
Security And Compliance
Cross-Functional Delivery
Healthcare

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