ServiceNow Queue Management Specialist
Job Summary
Monitoring assigned ServiceNow queues, the full-time ServiceNow Queue Management Specialist will oversee the lifecycle of DLA Enterprise Infrastructure Application Support tickets, ensuring accurate routing, timely updates, and adherence to service-level agreements in a fully remote environment.
Key responsibilities:
- Monitor and manage incoming incidents, tickets, changes, and tasks within ServiceNow queues
- Assign work to appropriate technical personnel and maintain complete ticket records throughout the lifecycle
- Compile monthly reports on ticket status, performance, and significant issues while supporting quality reviews for documentation
Required qualifications:
- Active Department of Defense Secret clearance required
- Minimum six years of information technology support experience, with at least three years in service-management solutions
- Hands-on experience diagnosing technical problems and supporting users for a minimum of two years
- Experience managing ServiceNow incidents, requests, changes, and service-level deadlines
- Must meet applicable DoD 8140 requirements for access to assigned Government systems
Complete Job Description
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