ServiceNow Queue Management Specialist

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🔥 0 minutes ago

🏈 Ohio – Remote

🏈 Ohio – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

🔧 ServiceNow

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NexGen Data Systems, Inc.

WebsiteLinkedInAll Job Openings

201 - 500 employees

💼 Consulting

📦 Logistics

🔒 Cybersecurity

Consulting • Logistics • Cybersecurity

NexGen Data Systems, Inc. is an IT consulting firm that offers specialized professional services focusing on advanced cloud, data center, and network solutions. They provide integrated security and management capabilities for complete turn-key solutions, employing a collaborative management approach to accelerate the delivery of complex technical solutions. NexGen's services include cloud computing, network engineering, data center engineering, cybersecurity, data and network security, and operations engineering. They are ISO and CMMI certified, emphasizing their commitment to quality and efficient service delivery.

📋 Description

• Monitor assigned DLA Enterprise Infrastructure Application Support ServiceNow queues throughout each business day • Review incoming incidents, tickets, changes, tasks, and independent Government requests • Assign work to appropriate application, systems, cybersecurity, SecureView, communications, cloud, or project support personnel • Maintain lifecycle oversight from receipt through final resolution and closure • Validate ticket priority, category, assignment group, affected service, and required completion date • Ensure ticket records are updated every business day until resolution • Maintain queue logs showing assigned items, status, aging, ownership, blockers, and expected completion dates • Monitor service-level deadlines and escalate items at risk of missing response or resolution windows • Coordinate with technical personnel, vendors, Government representatives, and DLA support organizations on routing and ownership issues • Research recurring ticket trends, aging patterns, assignment delays, and workload bottlenecks • Compile monthly ticket reports covering completed and open items, aging, expected completion dates, service-level performance, and significant issues • Support quality reviews of ticket documentation for completeness, accuracy, professionalism, and Government inspection readiness • Provide documented procedures, queue records, and knowledge transfer during transition-out

🎯 Requirements

• Active Department of Defense Secret clearance required • Critical Sensitive / IT-I position requiring a favorable Tier 5 investigation • Must maintain the applicable DLA-approved Computing Environment certification for assigned duties • Must meet applicable DoD 8140 requirements before receiving access to assigned Government systems • When privileged access is required, must possess an approved IAT Level II or IAT Level III baseline certification and applicable CE Administrator qualification • Minimum six years of progressive information processing or information technology support experience • At least three years supporting a range of hardware, software, application, or service-management solutions • At least two years of concentrated hands-on experience diagnosing technical problems, supporting users, or maintaining hardware and software • Experience managing ServiceNow incidents, requests, changes, tasks, assignment groups, priorities, workflows, and service-level deadlines • Experience with queue management, ticket triage, escalation, lifecycle monitoring, and performance reporting • ITIL knowledge • ServiceNow reporting • Microsoft Excel • Dashboard development • Customer service • Workload prioritization • Government SLA support • U.S. citizenship or authorization to work in the United States • Ability to obtain and maintain a United States Department of Defense security clearance • No visa sponsorship available

🏖️ Benefits

• Company covers 100% of premiums for the employee’s medical, dental, and vision insurance • Subsidized medical, dental, and vision premiums for spouse and dependents • Short-term and long-term disability plans • 401(k) match up to 10% of the employee’s salary contributions • Comprehensive training and development program • 11 paid holidays • Paid time off (PTO) accrual starting at 15 days annually • Continued learning and career advancement opportunities