Détails du poste

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.

If you have excellent writing skills, an aptitude for creating content that helps people get things done and solve problems, an understanding of technology, a curiosity that leads you to want to improve processes and resources, and a collaborative spirit – we need you!

When an employee at McKesson needs assistance, they often turn to the McKesson Employee Care team. The goal of the Employee Care team is to provide a delightful employee experience as employees seek assistance on HR matters. To provide a delightful experience, we must:

• Equip our technology (e.g., chatbot) to respond accurately to employee and people leader questions across the US and Canada to more than ~5,000 monthly inquiries to our AI chatbot

• Collaborate across HR (US and Canada) to ensure all HR knowledge, self-service tools and resources are relevant, accessible and user-friendly

• Manage a standard for HR Knowledge tone of voice, structure and quality and provide clarity regarding HR Knowledge maintenance process, including intake, review, approval, test and publish.

• Implement HR Knowledge best practices with focus on the employee experience

• Equip our Employee Care representatives with organized and effective resources to quickly and accurately resolve issues that are not able to be resolved by self-service resources

The role of the Employee Care Knowledge and Content Specialist is to create, govern, and continuously improve ServiceNow Knowledge Base Articles (KBAs) and Knowledge Base Blocks (KBBs), Amelia (AI chat) responses, and resources that enable the Employee Care team to fulfill their goal of relevant, accessible self-service.​ This includes designing and building content for Employee Care self-service tools across multiple modalities (AI chat and Intranet), supporting knowledge management and maintenance, governance and driving innovation for a consistent employee experience.

The Knowledge and Content Specialist will translate complex information into simple, easy-to-understand guidance that helps our people leaders and employees with human resources support inquiries by collaborating with content owners (or subject-matter experts) across our teams to keep Employee Care content and communications meaningful.

Key Responsibilities:

1.Content Development and Management - Execute strategy to improve the employee experience through keeping knowledge and content organized, updated, and accessible. Create content for multiple modalities (focus on ServiceNow content and intranet HR  Support Hub resources) for simple, accessible HR support services. This includes content for Amelia, our Artificial Intelligence chatbot technology (Knowledge Base Articles (KBAs)) and Knowledge Base Blocks (KBBs) and other content to enable virtual support for HR support inquiries. Define and apply consistent voice and tone. Write, curate, and edit existing content for accuracy, clarity, and usability. Simplify complex content for users to drive user actions. Manage templates and tools, guidelines for tone and voice, establish standards and language, and use best practices for the given channel/medium.

2.ServiceNow HR Knowledge Management – Collaborate with technology teams to communicate and document requirements, track knowledge defects, and prioritize enhancements for HR knowledge systems. This role ensures alignment of business needs and objectives with our knowledge system. The Content Specialist responsible for ensuring ServiceNow knowledge changes are tested, validated, and readied for successful change.

3.Collaboration and Change Management - Partner with Process Owners and Center of Excellences (COEs) on Knowledge Based Articles (KBAs) development and management. Work collaboratively, seek constructive feedback and integrate feedback to improve solutions. Create materials to better enable content authors and content owners to align and understand our HR Knowledge practices and standards. Maintain HR buy-in and engagement on HR Knowledge priorities and required actions.

4.Continuous Improvement - Review Employee and People Leader communications to validate accuracy and clarity. Proactively identify, define, recommend, and solve problems that impact the management and direction of Employee Care Team tools and communications. Employ content strategy methods and tools like content audits, quantitative analysis, user feedback and ServiceNow capabilities to continuously improve and enhance our Employee Care resources. Be comfortable and familiar with HR Knowledge data and insights to inform support opportunities and gaps for more effective support and self-service guidance.

Minimum Job Qualifications (Knowledge, Skills, & Abilities):

Education/Training –

• Bachelor’s degree

• Minimum 4 years’ relevant experience in communication, human-computer interaction design, or content design and governance

• Deep knowledge of design principles and methods

Business Experience –

• Verbal and written content for AI chat and ServiceNow that demonstrates creativity, business impact and results

• Experience as a content designer, communication specialist, machine learning enablement, UX writer, or similar role with a UX or product design team.

• Content strategy methods and tools like content audits, quantitative analysis, and user feedback.

Specialized Knowledge/Skills –

• Strong written communication skills

• Exceptional oral communication skills and ability to write clearly and concisely

• Technology and digital enablement

• Analytical

• Attention to detail​

• Curiosity

• Project management​

• Relationship management​

• Process orientation​

• General HR knowledge foundation​ (preferred)

Working Conditions:

Environment (Office, warehouse, etc.) –

• Traditional office environment.

Physical Requirements (Lifting, standing, etc.) –

• Large percent of time performing computer- based work is required.

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

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!