{"id":2908701,"url":"https://alion.io/job/mckesson-csm-solution-owner","title":"CSM Solution Owner","company":{"id":4393,"name":"McKesson","domain":"mckesson.com","url":"https://alion.io/company/mckesson","size_band":"5000+","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":{"grade":"B","score":80,"open_postings":33,"ghost_share":0,"stale_share":1,"repost_share":0,"time_to_fill_p50_days":12,"computed_at":"2026-10-24T06:02:35Z"}},"role":"Customer Success","role_family":"Customer Success","seniority":"middle","employment_type":"full_time","work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Mississauga, Canada"],"countries":["CA"],"hiring_countries":[],"hiring_countries_total":0,"salary":{"min":81500,"max":108600,"currency":"CAD","period":"year","gross":null,"usd_annual":77067},"salary_estimate":null,"experience_years_min":4,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"ServiceNow","optional":false},{"name":"Gmail","optional":true}],"status":"live","first_seen_at":"2026-09-23T00:00:00Z","employer_posted_date":"2026-09-23","last_verified_at":"2026-10-23T07:59:57Z","board_verified":true,"closed_at":null,"days_open":31,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":31},"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.\nWhat 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.\nWe 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.\nWhat You’ll Do\nLead the roadmap, configuration, and continuous improvement of the ServiceNow CSM platform, aligning delivery to business and platform strategy.\nDesign and optimize case management and entitlements capabilities to support effective customer service operations.\nDrive omnichannel integrations across chat, portal, and telephony/CTI to improve the customer and agent experience.\nConfigure and monitor SLA/OLA models, dashboards, and service performance measures to support operational outcomes.\nBuild and enhance knowledge base and self-service portal experiences to improve resolution speed and deflection.\nPartner with architects, product owners, and delivery teams to translate requirements into scalable work packages and platform solutions.\nMaintain high standards for security, compliance, documentation, release readiness, and delivery quality.\nSupport customer data model, segmentation, and journey mapping decisions that improve service workflows and platform value.\nBasic Requirements\n4+ years of relevant experience in platform management, ServiceNow, customer service technology, or related enterprise platforms.\nHands-on experience with ServiceNow CSM, including case management and entitlements.\nExperience configuring or supporting omnichannel customer engagement solutions, including chat, portal, and telephony/CTI integrations.\nExperience with SLA/OLA configuration, service performance monitoring, dashboards, and reporting.\nExperience with knowledge management and self-service portal configuration.\nStrong understanding of platform governance, release coordination, documentation, and cross-functional delivery in a secure, compliant environment.\nBachelor’s degree in Computer Science, Information Technology, Engineering, or a related field, or equivalent experience. Preferred Skills/Experience\nExperience with customer data models, segmentation, and journey mapping.\nFamiliarity with workflow design, automation, and platform adoption strategies.\nExperience partnering with vendors and external stakeholders.\nStrong collaboration, problem-solving, and continuous improvement mindset.\nWe 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.\nOur Base Pay Range for this position\n$81,500 - $108,600McKesson 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:\nMcKesson Talent Advisors will never solicit money or credit card information in connection with a McKesson job application.\nMcKesson 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.\nMcKesson job postings are posted on our career site: careers.mckesson.com.\nMcKesson is an Equal Opportunity Employer\nMcKesson 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.\nMcKesson 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)  or (Canada) . Resumes or CVs submitted to this email box will not be accepted.\nJoin us at McKesson!","description_format":"text","description_chars":5649,"description_truncated":false,"requirements":{"experience_years_min":4,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":false},"security_clearance":false,"languages":[]},"benefits":["Equity"],"hiring_locations":[{"name":"Canada","iso":"CA","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Health Care","Pharmaceutical Distribution","Medical Equipment Distribution"],"lifecycle":[{"event":"open","at":"2026-10-20T08:49:58Z"}],"visa":[],"liveness":{"score":13,"band":"cold","label":"Long shot","p_open":1,"p_active":0.363,"p_room":0.35,"age_days":31,"expected_fill_days":12,"reasons":["conf:22","stale_co","velocity","win:tail","comp:brand"],"computed_at":"2026-10-24T06:02:35Z"},"pay":{"stated_usd_annual":77067,"is_top_pay":false},"html_url":"https://alion.io/job/mckesson-csm-solution-owner","json_url":"https://alion.io/job/mckesson-csm-solution-owner.json","meta":{"generated_at":"2026-10-24T09:43:47Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":14126,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-25T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":4393},"rest":"https://alion.io/mcp/rest/get_company?id=4393"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fmckesson-csm-solution-owner"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fmckesson-csm-solution-owner"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fmckesson-csm-solution-owner"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/mckesson-csm-solution-owner\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fmckesson-csm-solution-owner"}]}