Tech Support Business Analyst

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.

As a member of the Technical Support team, the Business Analyst will leverage data and develop reports to provide analysis, insights, and recommendations to improve processes and support key projects. In addition, the Business Analyst will represent Technical Support on initiatives such as product releases, system changes and other special projects to ensure the Technical Support team is prepared to support our customers by developing the proper communication, Knowledge Articles and process documentation. The Business Analyst also plays a key role in managing incidents and outages by helping to diagnose, initiating alerts, and performing troubleshooting. This position requires extensive knowledge of the McKesson Connect Ordering System, Technical Support processes, and the ability to quickly adapt to and master new systems and processes.

Key Responsibilities

• Make data driven recommendations on process, and workflow changes to improve efficiency within Tech Support and provide actionable decision points to the Product team.

• Coordinate incident Management response.

• Post Alerts to Connect when required.

• Work autonomously to identify projects to drive change in Tech Support and then work those projects to completion.

• Serve as Tech Support representation and influence product related decision from a customer experience perspective.

• Serve as Customer Experience SME related to Connect. Prepare teams with, but not limited to, Knowledge Articles, Process changes and other artifacts as new offerings and/or Connect Updates are produced.

• Partner with LD&D to ensure training is current and relevant.

• Assist intake of and routing of customer issue escalations.

• Partner with the CXO BI team to develop and maintain canned reports for weekly, monthly, yearly reporting.

• Provide analysis of various reporting data and will be responsible for notifying the Supervisor team of increasing trends, unusual activity or repeated activity and provide custom reports as needed.

• Help to maintain a professional and respectful work environment

• Ability to provide timely and accurate follow-up to both internal and external parties.

• Able to function independently and produce results that meet standards of quality, timeliness and acceptability. Requires minimal supervision and general direction.

• Special projects and other duties as assign

Minimum Requirement

Degree or equivalent and typically requires 4+ years of relevant experience.

Critical Skills

• 4+ years within the Technical Support Department

• Technical support, customer service, and software or mobile device support experience

• Strong interpersonal skills, with a focus of rapport-building, listening, and questioning

• Demonstrative ability to work in a team-oriented, collaborative environment

• Skilled in presenting ideas in a user-friendly language

• Exceptional written and oral communication skills

• Working knowledge of MS Word, Excel, Outlook, and PowerPoint

• Experience using Salesforce and creating Remedy Tickets

• Excel, PowerBI and/or reporting tools experience

Candidates must be authorized to work in USA. Sponsorship is not available for this role.

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, pleaseclick here.

Our Base Pay Range for this position

McKesson is an Equal Opportunity Employer

McKesson provides equal employment opportunities to applicants and employees and is committed to a diverse and inclusive environment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability, age or genetic information. For additional information on McKesson's full Equal Employment Opportunity policies, visit our Equal Employment Opportunity page.

Join us at McKesson!