ServiceNow Queue Management Specialist

Description

Nex Gen Data Systems is seeking a Service Now Queue Management Specialists to provide daily lifecycle oversight of DLA Enterprise Infrastructure Application Support tickets, incidents, changes, tasks, and service requests.

The Service Now Queue Management Specialists will monitor assigned Service Now queues, route work to the appropriate technical personnel, maintain complete ticket records, track progress from initiation through closure, and ensure work is acknowledged, updated, escalated, and completed within applicable service-level windows.

• Monitor the assigned DLA Enterprise Infrastructure Application Support Service Now queues throughout each business day.
• Review incoming incidents, tickets, changes, tasks, and independent Government requests.
• Assign work to the appropriate application, systems, cybersecurity, Secure View, communications, cloud, or project support personnel.
• Maintain lifecycle oversight of each assigned item from receipt through final resolution and closure.
• Validate that ticket priority, category, assignment group, affected service, and required completion date are accurate.
• Ensure ticket records are updated every business day until resolution.
• Maintain a complete queue log showing assigned items, status, aging, ownership, blockers, and expected completion dates.
• Monitor service-level deadlines and promptly elevate items at risk of missing required response or resolution windows.
• Coordinate with technical personnel, vendors, Government representatives, and other DLA support organizations to resolve routing or ownership issues.
• Research recurring ticket trends, aging patterns, assignment delays, and workload bottlenecks.
• Compile monthly ticket reports identifying completed items, open items, aging, expected completion dates, service-level performance, and significant issues.
• Support quality reviews to ensure ticket documentation is complete, accurate, professional, and sufficient for Government inspection.
• Provide documented procedures, queue records, and knowledge transfer to incoming personnel during transition-out.

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

• Clearance Required:
  
  Active Department of Defense Secret clearance required.
• Investigation / Position Sensitivity:
  Critical Sensitive / IT-I position requiring a favorable Tier 5 investigation.
• Required Computing Environment
  
  Qualification:
  
  Must maintain the applicable DLA-approved Computing Environment certification for assigned duties.
• Required DoD 8140
  
  Qualification:
  
  Must meet applicable DoD 8140 requirements before receiving access to assigned Government systems.
• Privileged Access
  
  Qualification:
  
  When privileged access is required, must possess an approved IAT Level II or IAT Level III baseline certification and applicable CE Administrator qualification.
• Required Experience:
  
  Minimum six years of progressive information processing or information technology support experience.
• Specialized
  
  Experience:
  
  At least three years supporting a range of hardware, software, application, or service-management solutions.
• Hands-On
  
  Experience:
  
  At least two years of concentrated hands-on experience diagnosing technical problems, supporting users, or maintaining hardware and software.
• Required Service Now
  
  Experience:
  
  Experience managing Service Now incidents, requests, changes, tasks, assignment groups, priorities, workflows, and service-level deadlines.
• Required IT Service Management
  
  Experience:
  
  Experience with queue management, ticket triage, escalation, lifecycle monitoring, and performance reporting.
• Desired
  
  Skills:
  
  ITIL knowledge, Service Now reporting, Microsoft Excel, dashboard development, customer service, workload prioritization, and Government SLA support.

Nex Gen Data Systems is an emerging technologies focused company providing expert systems and network engineering solutions to the Department of Defense. Nex Gen Data Systems promotes…