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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.

We are seeking a highly analytical and collaborative Senior ITSM Analyst, Reporting & Analytics to join our IT Service Management (ITSM) team. This role involves a blend of technical data analysis skills, an understanding of ITSM principles and practices, and strong communication abilities to translate data into actionable insights that drive service excellence and operational efficiency.

Key Responsibilities

• Data Analysis: Analyzing data from ITSM systems (like ServiceNow) to identify trends, patterns, and areas for improvement in IT service delivery. 
• Reporting and Visualization: Developing and maintaining reports and dashboards that provide clear, concise insights into IT service performance metrics. 
• Performance Monitoring: Tracking key performance indicators (KPIs) to monitor service health and identify areas needing attention. 
• Trend Analysis: Identifying recurring issues or trends in ITSM processes to address root causes and improve overall service stability. 
• Data-Driven Recommendations: Providing recommendations to stakeholders based on data analysis to improve service delivery, optimize processes, and enhance user experience. 
• Stakeholder Collaboration: Working with various stakeholders to understand their needs, communicate findings, and ensure data-driven decision-making is implemented effectively. 
• Data Governance: Contributing to the development and maintenance of data governance frameworks to ensure data quality, consistency, and accuracy. 
• Continuous Improvement: Participating in continuous improvement initiatives to refine reporting processes, enhance data quality, and improve the overall effectiveness of data-driven ITSM. 

Minimum Requirements

• A degree or equivalent and typically requires 7+ years of relevant experience.

What You Bring

• 3+ years of experience as an ITSM Reporting Analyst or Business Analyst with increasing levels of responsibility.

• Solid understanding of ITIL-based ITSM processes, with practical experience in reporting and process optimization.
• Advanced experience with ServiceNow Reporting and Performance Analytics, including KPI and dashboard creation.
• Strong proficiency in data analysis, including statistical methods and data modeling
• Experience with visualization tools like Tableau, Power BI, or ServiceNow Performance Analytics for building intuitive dashboards and reports.
• Ability to translate complex data into clear, actionable insights for both technical and non-technical audiences.
• Familiarity with ITSM platforms, databases, and scripting languages (e.g., SQL, Python) for data manipulation and automation.

Preferred Qualifications

• Experience working in a large-scale ITSM environment 
• Certification in ITIL or related ITSM methodologies 
• Background in IT service delivery or operations analytics 
• Experience with ServiceNow modules beyond ITSM (e.g., CMDB, Service Catalog, ITOM).

Please note that only candidates authorized to work in the US will be considered for this position. Sponsorship is not available.

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!