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Bilingual Sr. Technical Support Analyst

Apply Job ID JR0071463 Date posted 09/01/2022

Job Summary

The Technical Support Analyst is responsible to ensure that day-to-day incidents and requests assigned to the support team are handled and resolved. The Analyst is also accountable for meeting customer service requirements, following processes and standard procedures to meet established Service Level Agreements. The Technical Analyst will contribute to certain IT projects for their expertise of the specificities of different business units.

Specific Responsibilities

  • Assist the IT regional lead in establishing and maintaining a strong relationship between McKesson Technology and the division of Pharma distribution
  • Understand business strategic priorities and projects prioritization
  • Meet service level expectations, by working / collaborating with the McKesson technical teams and McKesson partners in ensuring proper response to incidents and service requests in a timely and professional manner
  • Perform analysis on incidents and requests trends while driving better IT services for the business
  • Organize activities based upon priority, urgency, and escalations
  • Escalate service or incident requests to the appropriate IT groups or McKesson partners as required
  • Perform post-resolution follow-ups on all incidents to ensure customer satisfaction
  • Collaborate with ITAM and McKesson partners to ensure assets replacements are completed according to assets lifecycle program
  • Adhere to established policies and procedures
  • Develop and maintain internal processes, standards, guidelines, and knowledgebase articles to facilitate IT operations and user information

Position Requirements

  • Technical diploma in Computer Systems or Information Technology preferred
  • Minimum of 4 years of experience in a support or analyst role in delivering IT services
  • Responsible, autonomous, accountable, and able to work independently on most aspects of their role under a moderate degree of supervision
  • Team player, good time-management, and organizational skills
  • Ability to work in crisis situations, in multi-tasking mode and efficiently under pressure
  • Excellent IT technical skills
  • Excellent communication skills (listening, feedback, foster collaboration, and teamwork)
  • Excellent written skills required to create clear and concise documentation and procedures
  • Strong experience and knowledge of Microsoft Office applications
  • Strong interpersonal and customer service skills
  • Knowledge of Service Now or similar incident/request management tools, preferred
  • A+ certification, preferred
  • ITIL Foundation certification, preferred
  • Effective written and oral communication skills in English and French

Worker Type


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 supportphysical, 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, pleaseclick 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

$53,900 - $89,800

McKesson is an Equal Opportunity employer.

The material contained herein is provided for informational purpose only. All open jobs offered by McKesson on this recruitment system are subject to specific job skill requirements. The job skill requirements, qualifications, and preferred experience are determined by a subsidiary, office or department within the company which is offering the position, and all positions are subject to local prevailing employment laws and restrictions. This would include immigration laws pertaining to work authorization requirements and any other applicable government permissions or compliance.

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McKesson is an equal opportunity employer and values diversity in its workforce. We encourage applications from all qualified individuals and will accommodate applicants' needs, up to the point of undue hardship, throughout all stages of the recruitment and selection process.

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