ServiceNow Queue Management Specialist

This is a fully remote position, open to applicants in Ohio.

📋 Description

• Oversee the designated DLA Enterprise Infrastructure Application Support ServiceNow queues during each business day.

• Assess incoming incidents, tickets, changes, tasks, and independent Government requests.

• Delegate work to the suitable application, systems, cybersecurity, SecureView, communications, cloud, or project support teams.

• Maintain oversight throughout the lifecycle from receipt to final resolution and closure.

• Confirm ticket priority, category, assignment group, affected service, and necessary completion date.

• Ensure ticket records are updated daily until resolution is achieved.

• Keep queue logs that display assigned items, status, aging, ownership, blockers, and anticipated completion dates.

• Monitor service-level deadlines and escalate items that are at risk of not meeting response or resolution timelines.

• Collaborate with technical staff, vendors, Government representatives, and DLA support organizations regarding routing and ownership issues.

• Investigate recurring ticket trends, aging patterns, assignment delays, and workload bottlenecks.

• Prepare monthly ticket reports that include completed and open items, aging, expected completion dates, service-level performance, and significant issues.

• Assist in quality reviews of ticket documentation to ensure completeness, accuracy, professionalism, and readiness for Government inspection.

• Provide documented procedures, queue records, and knowledge transfer during transition-out.

⛳️ Requirements

• Active Department of Defense Secret clearance is mandatory.

• This is a Critical Sensitive / IT-I position that requires a favorable Tier 5 investigation.

• Must uphold the applicable DLA-approved Computing Environment certification for designated duties.

• Must satisfy the relevant DoD 8140 requirements prior to gaining access to assigned Government systems.

• When privileged access is necessary, must hold an approved IAT Level II or IAT Level III baseline certification and relevant CE Administrator qualification.

• A minimum of six years of progressive experience in information processing or information technology support is required.

• At least three years of experience supporting various hardware, software, application, or service-management solutions.

• A minimum of two years of direct, hands-on experience in diagnosing technical issues, assisting users, or managing hardware and software.

• Proven experience in managing ServiceNow incidents, requests, changes, tasks, assignment groups, priorities, workflows, and service-level timelines.

• Familiarity with queue management, ticket triage, escalation, lifecycle monitoring, and performance reporting.

• Knowledge of ITIL principles.

• Proficiency in ServiceNow reporting.

• Competence in Microsoft Excel.

• Experience in dashboard development.

• Strong customer service skills.

• Ability to prioritize workloads effectively.

• Experience in supporting Government SLA.

• U.S. citizenship or authorization to work in the United States is required.

• Capability to obtain and maintain a United States Department of Defense security clearance.

• No visa sponsorship will be provided.

🏝️ Benefits

• The company covers 100% of premiums for the employee’s medical, dental, and vision insurance.

• Subsidized medical, dental, and vision premiums for spouses and dependents.

• Short-term and long-term disability plans are available.

• 401(k) match up to 10% of the employee’s salary contributions.

• Comprehensive training and development programs offered.

• 11 paid holidays are provided.

• Paid time off (PTO) accrual begins at 15 days annually.

• Opportunities for continued learning and career advancement are available.