What are the responsibilities and job description for the ServiceNow Queue Manager position at Future Tech Enterprise, Inc.?
We have an opening for a ServiceNow Queue Manager who will be responsible for handling tickets per customer Service Level Agreements (SLA).
This is a full-time, remote position- US-based. The work hours are Monday - Friday, 8:30a -5:30p Eastern time. Our benefits include medical, dental and vision insurance; 401k with company match and PTO.
Job Responsibilities Include:
- Designating ServiceNow assignment groups.
- Actioning inbound tickets.
- Ensuring ServiceNow tickets are updated and pivoted over to internal ERP.
- Ensuring tickets are being actioned within our agreed SLA/KM
- Keeping tickets updated with the most recent information on individual requests.
- Assign tickets to the group that needs to action ticket.
- Update ticket(s) with a status of the request throughout the life of the request ticket.
- Escalating all tickets that are near breach of the SLA either internally or externally.
- Ensuring all completed ERP details are reflected in all corresponding ServiceNow tickets
- At least 3 years of experience with ServiceNow ticket management/queue management experience.
- Familiarity with SLAs and the ability to effectively update and route tickets within SLAs.
- Customer service Focused.
- Ability to follow documented processes.
- Proficient with Microsoft Excel
- Excellent English grammar and communication skills
Future Tech is an award-winning, global IT solutions provider with capabilities in 150 countries. We help companies, Federal Systems Integrators and commercial entities, to maximize their full range of IT investments, delivering solutions for hardware/software procurement, configuration and imaging, hybrid cloud, modular data centers, cyber security, logistics, customized data science workstations, print management, and data storage. Future Tech was named Dell's 2023 Federal Partner of the Year, 2022 Transformation Partner of the Year and a Premier VMware Partner. Visit FTEI.com to learn more.