Senior Manager, ITSM Reporting and Analytics

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.

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.

Job Description

We are seeking a highly skilled and experienced Senior Manager, IT Reporting and Analytics (ServiceNow Reporting and Performance Analytics)  to join our dynamic IT Service Management team. The successful candidate will be responsible for defining and executing a comprehensive reporting strategy to support IT Service Management (ITSM) processes and ensure that data-driven insights are effectively leveraged to drive continuous improvement and informed decision-making.

Responsibilities:

Reporting Strategy Development:

• Define and develop a robust reporting strategy aligned with the overall ITSM objectives and business goals.

• Collaborate with key stakeholders to identify reporting needs and establish a reporting framework that supports ITSM processes.

Data Analysis and Reporting:

• Lead the design, development, and maintenance of ITSM reports and dashboards to provide actionable insights.

• Analyze ITSM data to identify trends, patterns, and areas for improvement.

• Ensure data integrity and accuracy in all reports and analytics.

Performance Metrics and KPIs:

• Establish and monitor key performance indicators (KPIs) to measure the effectiveness of ITSM processes.

• Provide regular performance reports and insights to IT leadership and stakeholders.

Tool and System Management:

• Oversee the selection, implementation, and management of reporting and analytics tools and systems.

• Ensure seamless integration of reporting tools with ITSM platforms and other relevant systems.

Continuous Improvement:

• Drive continuous improvement initiatives by leveraging data analytics to identify opportunities for process optimization.

• Collaborate with ITSM process owners to develop and implement improvement plans based on data insights.

Stakeholder Engagement:

• Engage with key stakeholders across the organization to understand their reporting needs and ensure alignment with business objectives.

• Provide training and support to users on reporting tools and best practices.

Compliance and Governance:

• Ensure compliance with data governance policies and procedures.

• Maintain documentation of reporting processes and methodologies.

Minimum Requirements

Typically requires 9+ years of professional experience and 1+ years of supervisory and/or management experience.

Critical Skills 

• Minimum of 5 years of experience in ITSM reporting and analytics or a related role.

• Expertise in ServiceNow reporting and Performance Analytics.

• Experience with Analytics Hub, target setting, and progress visualization.

• Proficient in developing and measuring ITSM Processes, KPIs, and CSFs.

• Comprehensive knowledge of ServiceNow Process Mining and Data Architecture.