Global Queue Manager

4 weeks ago

Sydney, Australia ServiceNow Full time

**Company Description**
It all started in sunny San Diego, California in 2004 when a visionary engineer, Fred Luddy, saw the potential to transform how we work. Fast forward to today — ServiceNow stands as a global market leader, bringing innovative AI-enhanced technology to over 8,100 customers, including 85% of the Fortune 500®. Our intelligent cloud-based platform seamlessly connects people, systems, and processes to empower organizations to find smarter, faster, and better ways to work. But this is just the beginning of our journey. Join us as we pursue our purpose to make the world work better for everyone.

The Global Queue Manager (GQM) is instrumental in providing our customers with an elevated experience by ensuring we are serving our customers’ needs.

This individual contributor role is responsible for operational oversight of the Integration team's high-priority cases during a Region’s shift control hours, acting as the single point of contact for decision-making for incoming volume and cases flagged as "Follow-the-Sun" (FTS).

In addition to this, they are responsible for partnering closely with the RMR (Resource Management Representative) and GQMs in adjacent shifts within the same SME, providing them guidance to ensure optimal workload balancing across the available TSE & CSR resources and to swiftly assign cases to help maintain our contractual response Service Level Agreements (SLAs).

**Responsibilities**
- Workload Balancing: Monitor incoming case volume versus backlog to ensure even distribution amongst the regional and global team.
- Case Management: Execute Traffic Control of FTS cases and new/unassigned cases
- Handovers: Communicate with outgoing and incoming regional shift GQM
- Escalation Management: P1 / P2 / Escalation help / Engaging Internal teams
- Shift Coverage: Ensures Work Force Management (WFM) is up to date with on shift / available TSE or CSR resources.
- Reporting/Insights
- Provide regular trend reports (daily, weekly, monthly) on workload assigned (cases, changes & tasks) and resource availability to the Regional SME Leader
- Provide regular SME-specific summaries on all sensitive cases/customers/escalations, bringing awareness to the Regional SME Managers
- Make recommendations for best practices on case handling, triaging and other challenges faced during shift control to the regional lead/Manager.

**Qualifications** To be considered for this role, we are after someone with**
- Minimum 3 years’ experience working in a Customer-Facing Role within CSS
- Bachelors Degree in a technical discipline or the equivalent level of work experience
- Ability to work in high-pressure situations, prioritizing tasks appropriately
- Excellent customer focus
- Effective communication skills
- Excellent interpersonal / stakeholder management skills
- High level of attention to detail
- Strong organizational and time-management skills
- Previous technical experience working with the ServiceNow platform is advantageous
- Ability to work weekends as needed

**_ Why ServiceNow_**
- ServiceNow's DNA is built in purpose and values. We offer a culture of belonging, inclusivity, collaboration, and customer focus._
- Work-life balance and well-being are our topmost priorities._
- We offer flexible work arrangements._
- We provide competitive compensation, generous benefits, and a professional atmosphere. This is a very collaborative and inclusive work environment where individuals strong in aptitude and attitude can grow their careers through working with some of the most advanced technologies and talented professionals in the business._

**Additional Information** Work Personas**

We approach our distributed world of work with flexibility and trust. Work personas (flexible, remote, or required in office) are categories that are assigned to ServiceNow employees depending on the nature of their work. Learn more here.

**Equal Opportunity Employer**

ServiceNow is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, national origin or nationality, ancestry, age, disability, gender identity or expression, marital status, veteran status, or any other category protected by law. In addition, all qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements.

**Accommodations**

**Export Control Regulations**

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