Global Queue Manager
Global Queue Manager
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Job Description
The Global Queue Manager (GQM) is instrumental in providing our customers with an elevated experience by ensuring we are serving our customers needs.
This individual contributor role is responsible for operational oversight of the Integration teams highpriority cases during a Regions shift control hours acting as the single point of contact for decisionmaking for incoming volume and cases flagged as FollowtheSun (FTS).
In addition to this they are responsible for partnering closely with the RMR (Resource Management Representative) and GQMs in adjacent shifts within the same SME providing them guidance to ensure optimal workload balancing across the available TSE & CSR resources and to swiftly assign cases to help maintain our contractual response Service Level Agreements (SLAs).
Responsibilities
- Workload Balancing: Monitor incoming case volume versus backlog to ensure even distribution amongst the regional and global team.
- Case Management: Execute Traffic Control of FTS cases and new/unassigned cases
- Handovers: Communicate with outgoing and incoming regional shift GQM
- Escalation Management: P1 / P2 / Escalation help / Engaging Internal teams
- Shift Coverage: Ensures Work Force Management (WFM) is up to date with on shift / available TSE or CSR resources.
- Reporting/Insights
- Provide regular trend reports (daily weekly monthly) on workload assigned (cases changes & tasks) and resource availability to the Regional SME Leader
- Provide regular SMEspecific summaries on all sensitive cases/customers/escalations bringing awareness to the Regional SME Managers
- Make recommendations for best practices on case handling triaging and other challenges faced during shift control to the regional lead/Manager.
Qualifications :
To be considered for this role we are after someone with
- Minimum 3 years experience working in a CustomerFacing Role within CSS
- Bachelors Degree in a technical discipline or the equivalent level of work experience
- Ability to work in highpressure situations prioritizing tasks appropriately
- Excellent customer focus
- Effective communication skills
- Excellent interpersonal / stakeholder management skills
- High level of attention to detail
- Strong organizational and timemanagement skills
- Previous technical experience working with the ServiceNow platform is advantageous
- Ability to work weekends as needed
Why ServiceNow
ServiceNows DNA is built in purpose and values. We offer a culture of belonging inclusivity collaboration and customer focus.
Worklife balance and wellbeing are our topmost priorities.
We offer flexible work arrangements.
We provide competitive compensation generous benefits and a professional atmosphere. This is a very collaborative and inclusive work environment where individuals strong in aptitude and attitude can grow their careers through working with some of the most advanced technologies and talented professionals in the business.
Not sure if you meet every qualification We still encourage you to apply! We value inclusivity welcoming candidates from diverse backgrounds including nontraditional paths. Unique experiences enrich our team and the willingness to dream big makes you an exceptional candidate!
Additional Information :
Work Personas
We approach our distributed world of work with flexibility and trust. Work personas (flexible remote or required in office) are categories that are assigned to ServiceNow employees depending on the nature of their work. Learn more here.
Equal Opportunity Employer
ServiceNow is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race color creed religion sex sexual orientation national origin or nationality ancestry age disability gender identity or expression marital status veteran status or any other category protected by law. In addition all qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements.
Accommodations
We strive to create an accessible and inclusive experience for all candidates. If you require a reasonable accommodation to complete any part of the application process or are unable to use this online application and need an alternative method to apply please contact for assistance.
Export Control Regulations
For positions requiring access to controlled technology subject to export control regulations including the U.S. Export Administration Regulations (EAR) ServiceNow may be required to obtain export control approval from government authorities for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by relevant export control authorities.
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Remote Work :
No
Employment Type :
Fulltime
Employment Type
Full-time
