Service Desk Support 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.

Current Need

We are seeking a Product Support Analyst to join our Macro Helix team. The Retail Support Analyst will provide essential service to our internal and external clients regarding our web-based 340B Federal Government Program software.

This position will be a shift between 6 am- 9 pm. (CST) Monday-Friday and on-call for weekends and holidays on a rotated shift.

Key Responsibilities

• Responsible for interfacing with Macro Helix customers to handle a variety of 340B questions and functions about 340B Architect and other McKesson/Macro Helix software.
• Train end users, answer application questions, and provide training aids.
• Serve as customers' subject matter expert, educating them on 340B rules/regulations, processes, and software functionality.
• Receiving inbound calls, emails, and requests directly from clients or internal employees to determine root cause and resolve or escalate as necessary following standard operating procedures.
• Provide high-level analytics, reporting, and other support as needed.
• Builds and enhances customer relations to promote program success and product improvement.
• Meet or exceed defined customer service levels to achieve targeted customer satisfaction goals.
  
  
  

Minimum Requirements

Typically requires 2 years of relevant experience.

Critical Skills

• Product applications support experience.
• Strong troubleshooting, critical thinking, and analytical skills
• Strong verbal and written communication skills
• Working knowledge of a wide variety of software, hardware & PC operating systems
• Demonstrated ability to handle calls & act as a resolution point for issues & prevent issues from escalating further.
• Familiar with Microsoft Office applications with strong Excel skills
• Technical proficiency in software applications and the utilization of Web-based training applications
• Advanced Microsoft Office proficiency
  
  
  

Additional Knowledge & Skills

• Strong organizational skills with the ability to work through a large caseload per SLA requirements.
• Experience with 340B Architect and Macro Helix division exposure a plus
• Knowledge of the 340B program a plus
• High degree of self-motivation and ability to work independently.
• Strong interpersonal, communication, negotiation, and customer service skills
  
  
  

Education

Four-year degree or equivalent experience

Physical Requirements

Large amount of computer-based work

Must be authorized to work in the US. Sponsorship is not available for this position.

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

$24.61 - $41.01

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!