ServiceNow Queue Manager

Skills

1. Queue Management: • Monitor and prioritize incidents problems and service requests in resolver queues. • Assign tasks to appropriate resolver groups based on skillset workload and urgency. • Ensure balanced distribution of work to prevent bottlenecks and optimize resource utilization. 2. SLA Adherence: • Track SLAs for incidents and requests within resolver queues. • Escalate overdue items and coordinate with resolver teams to meet SLA targets. • Continuously improve queue performance to enhance resolution times. 3. Process Optimization: • Collaborate with process owners to refine incident and request management workflows. • Identify opportunities for automation standardization and efficiency gains. • Implement best practices to enhance queue management processes. 4. Communication and Coordination: • Communicate effectively with resolver teams stakeholders and end-users. • Provide regular updates on queue status workload and performance metrics. • Coordinate cross-functional efforts to resolve critical incidents. 5. Quality Assurance: • Review incident records for accuracy completeness and adherence to guidelines. • Ensure proper categorization prioritization and assignment of incidents. • Conduct periodic audits to maintain data integrity. 6. Reporting and Analytics: • Generate reports on queue performance workload distribution and SLA compliance. • Analyze trends and recommend improvements to optimize queue management. • Present insights to management and drive data-driven decisions.

Description

Under the direct supervision of the IT Service Delivery Manager, the ServiceNow Queue Manager is responsible for efficiently managing and optimizing the incident & requests queues within the ServiceNow platform. This role ensures timely incident & request ticket assignment, correct issue prioritization, effective workload distribution, and adherence to service level agreements (SLAs). The Queue Manager collaborates with various teams to streamline processes, enhance productivity, and maintain high-quality service delivery. The ability to clearly communicate with other support resolver groups, development, product, IT leadership, external providers, and business contacts to resolve customer issues is also essential.

Responsibilities

• • University or College degree
• • Excellent written and verbal communication skills with the ability to effectively tailor communication of technically complex issues to various audiences
• • Strong customer focus and orientation
• • Exposure to ITIL and ITSM tools such as ServiceNow is preferred