Director ITSM - IM & MIM

Company: McKesson's Corporate
Location: Irving
Posted on: May 27, 2023

Job Description:

Your ConsentGoogle AnalyticsWe may use Google Analytics to measure how you interact with our website in order to improve the user experience. To learn more about Google Analytics privacy practices and opt-out, click -here .Google Analytics for RemarketingMarketoServiceTickSessionCamClickTalePardotDoubleClickBrightCoveTwitterHTML5 StorageOther Tracking Technologies UsedWe may use other tracking technologies to collect and store personal information about your visit to our website. They may include:

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• Web Beacons - used to collect aggregate information (i.e. loading errors, most visited website pages, etc.). We may use web beacons to help display website content that is relevant to you and generate website traffic statistics to enhance our website.Embedded Content and FeaturesHow We Respond to "Do Not Track" Signals locations USA, TX, Irving USA, TX, The Woodlands Richmond, VA, USA - 9954 Mayland Drive (G100) Jacksonville, FL, USA - 4815 Executive Park CT # 103 (A628) Alpharetta, GA, USA - 1110 Sanctuary (C099) time type Full time posted on Posted 11 Days Ago job requisition id JR0089548 McKesson is in the business of better health, and we touch the lives of patients in virtually every aspect of healthcare. We partner with payors, hospitals, physician offices, pharmacies, pharmaceutical companies, and others across the spectrum of care to build healthier organizations that deliver better care to patients in every setting. We believe in the importance of strong, vital organizations because we know that patients can only be healthy when our system is healthy.Every single McKesson employee contributes to our mission-by joining McKesson you act as a catalyst in a chain of events that helps millions of people all over the globe. Talented, compassionate people are the future of our company-and of healthcare. At McKesson, you'll collaborate on the products and solutions that help us carry out our mission to improve lives and advance healthcare. Working here is your opportunity to shape an industry that's vital to us all.We understand the importance of a system that works together. Your expertise, drive and passion can help us improve everything we touch, from providers to payors to pharmacies. Join our team of leaders to begin a rewarding career.Wherever you contribute here at McKesson, you will have the ability to make a real impact in the lives of others.
  Current NeedBe part of the team building and maturing a global IT Service Management practice, setting standards for all IT and business units for ITSM processes. This includes management, implementation, and integration of supporting technologies necessary for global processes to be followed. Job DescriptionThis person will serve as the Process Owner of the Incident and Major Incident Management processes. They will work closely with IT Service Management leadership and will collaborate with other IT Service Management (ITSM) process owners to facilitate end-to-end service workflow and system integration designed to simplify and enhance the support of our operations and customer experience. You will have the opportunity to be part of a team of passionate IT Service Management professionals and propel McKesson forward in the IT Service Management practice to ensure cutting edge solutions and best practices. The role will provide comprehensive subject matter knowledge of best practices across IT Service Management and the ServiceNow platform. Duties
  • Provide subject matter expertise on IT Service Management processes for Incident and Major Incident Management.
  • Define specifications and modifications for the ServiceNow platform to address business needs and further IT Service Management best practices.
  • Build relationships amongst business and technical partners to identify gaps and inefficiencies in existing operations and transform into solutions and tangible deliverables within IT Service Management processes and platforms .
  • Leverage deep understanding of the critical components of Incident and Major Incident processes (e.g., Service Request development, incident classification, root cause analysis, change requirements) to provide analysis on effectiveness of current processes and recommend improvements to improve IT Service Management maturity.
  • Contribute to yearly IT Service Management strategy which aligns with business objectives/goals and align current business practices with emerging technology and recommend relevant process enhancements that anticipate or complement corporate and business direction
  • Deliver on Critical Success Factors (CSFs) and Key Performance Indicators (KPIs) which demonstrate the effectiveness, efficiency, and compliance of McKesson Policies, Processes and Standards
  • Create and deliver reports for IT Management, executives, and key leadership to gauge individual and team performance against target SLAs, customer satisfaction, improved productivity, and other ITSM related objectives
  • Collaborates with cross-functional teams following predefined policies, and procedures regarding status updates and Post Incident Reviews
  • Drives the efficiency and effectiveness of the Incident and Major Incident Management Process, providing feedback for continuous improvement
  • Accountable for the overall quality of the process and oversees the management of and compliance with the procedures, data models, policies, and technologies associated with the process
  • Owns the process and supporting documentation for the process from a strategic and tactical perspectiveMinimum RequirementsTypically requires 12+ years of professional experience and 4+ years of management experienceCritical Skills -
    • 5+ years in management, 5+ years of IT Service Management experience and 2+ years' experience with the ServiceNow platform.
    • Comprehensive understanding of IT Service Management and ServiceNow Platform
    • Experience in building and implementing service organizations and advancing service maturity
    • ITIL certified or strong knowledge of ITIL processesAdditional Knowledge & Skills
      • Demonstrated ability to effectively facilitate change and garner the support of others
      • Proven experience as a member and leader of a high performing team
      • Experience developing and mentoring staff
      • Demonstrated ability to work in a fast paced and changing environment with compressed delivery schedules
      • Strong management & leadership skills
      • Excellent collaborative, communication, and mentoring skills Education4-year degree in computer science or related field or equivalent experiencePhysical Requirements
        General office demands
        Travel = 20% At McKesson, we care about the well-being of the patients and communities we serve, and that starts with caring for our people. That's why we have a Total Rewards package that includes comprehensive benefits to support physical, mental, and financial well-being . Our Total Rewards offerings serve the different needs of our diverse employee population and ensure they are the healthiest versions of themselves. For more information regarding benefits at McKesson, please click here. As part of Total Rewards, we are proud to offer a competitive compensation package at McKesson. This is determined by several factors, including performance, experience and skills, equity, regular job market evaluations, and geographical markets. 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 $144,300 - $240,500 McKesson is an Equal Opportunity/Affirmative Action employer.All qualified applicants will receive consideration for employment without regard to race, color, religion, creed, sex, sexual orientation, gender identity, national origin, disability, or protected Veteran status.Qualified applicants will not be disqualified from consideration for employment based upon criminal history.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 Disability_Accommodation@McKesson.com . Resumes or CVs submitted to this email box will not be accepted.Current employees must apply through the internal career site.Join us at McKesson! About Us 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.

Keywords: McKesson's Corporate, Irving , Director ITSM - IM & MIM, Executive , Irving, Texas