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What you get to do in this role:
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 a Subject Matter Expert (SME) 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).
Reporting to the Regional SME Leader, the GQM will be responsible for proactively sharing any insights related to workforce resources and high-priority case volume drivers. This person will work with minimal supervision and have strong time management skills and decision-making abilities. The ability to sense the level of urgency based on the customer’s tone is key to proactively stopping cases from escalating further.
Qualifications
Workload Balancing: Monitor incoming case volume versus backlog to ensure even distribution amongst the regional and global team.
o Responsible for monitoring and partnering with RMRs/GQM’s across all Regions to ensure workload is evenly distributed across available Technical Support Engineer (TSE) or Customer Service Representative (CSR) resources, irrespective of location.
o Assessment of workload should include incoming work, actionable backlog, and FTS handoffs, resource availability.
o Review if resources in overlapping regions can be leveraged to help balance the load.
o If the incoming FTS Volume or unassigned queue is higher than usual, alert Service Delivery Managers (SDMs) within the same region and overlapping regions
· Case Management: Execute Traffic Control of FTS cases and new/unassigned cases.
o Responsible for reviewing all cases on the GQM Dashboard, making decisions and taking appropriate action with each case based on Support Representative availability, urgency, impact, and in the interest of providing the best customer experience.
o Document any action taken or decision made in the worknotes of every case.
o Partner with RMRs to ensure cases in the unassigned queue are being assigned out sufficiently quickly to provide assigned Support Representatives enough time to meet our response SLAs.
o Constantly monitor for any cases at risk of breaching SLA, taking swift action to ensure any such cases are being assigned to an available TSE or CSR who can move cases to a Work in Progress state as soon as possible (ASAP).
o Alert other SDMs when noticing a pattern in incoming cases – e.g. potentially mass related.
· Handovers: Communicate with outgoing and incoming regional shift GQM.
o Be present on handover calls with the incoming and outgoing regions.
o As an outgoing Regional GQM, start reviewing the queue before handover, working with local SDMs to have a clear idea of what P1s, P2s, and Escalated P3s/P4s need immediate handover to the next region or are in flight and still being worked on
o Reach out to Support Representatives for clarification if Technical Action Plans (TAPs) and/or next steps are not clear
· Escalation Management: P1 / P2 / Escalation help / Engaging Internal teams
o Monitor for unassigned/non-actioned escalations.
o For incoming escalations, review and either pass to the newly assigned TSE or CSR’s manager for action or process the Case Escalation request if the manager is unavailable.
o Reach out to senior management if help is needed
· Shift Coverage: Ensures Work Force Management (WFM) is up to date with on shift / available TSE or CSR resources.
o Call on SDMs to bring in more TSE or CSR resources if staffing levels are too low for operational effectiveness.
o Ensure it is clear who the primary Points of Contacts (POCs) on shift are: GQMs, RMRs, and Swarm. If there are shift coverage gaps, these need to be filled asap.
· Reporting/Insights:
o Provide regular trend reports (daily, weekly, monthly) on workload assigned (cases, changes & tasks) and resource availability to the Regional SME Leader
o Provide regular SME-specific summaries on all sensitive cases/customers/escalations, bringing awareness to the Regional SME Managers
o Make recommendations for best practices on case handling, triaging and other challenges faced during shift control to the regional lead/Manager.
o Identify process gaps and address them in collaboration with Management, documenting updates in relevant Knowledge Base articles
Qualifications and Experience:
· 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
For positions in the Bay Area, we offer a base pay of $137,500 - $240,500, plus equity (when applicable), variable/incentive compensation and benefits. Sales positions generally offer a competitive On Target Earnings (OTE) incentive compensation structure. Please note that the base pay shown is a guideline, and individual total compensation will vary based on factors such as qualifications, skill level, competencies and work location. We also offer health plans, including flexible spending accounts, a 401(k) Plan with company match, ESPP, matching donations, a flexible time away plan and family leave programs (subject to eligibility requirements). Compensation is based on the geographic location in which the role is located, and is subject to change based on work location.
ServiceNow is an Equal Employment 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.
At ServiceNow, we lead with flexibility and trust in our distributed world of work. Click here to learn about our work personas: flexible, remote and required-in-office.
If you require a reasonable accommodation to complete any part of the application process, or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you may contact us at [email protected] for assistance.
For positions requiring access to technical data subject to export control regulations, including Export Administration Regulations (EAR), ServiceNow may have to obtain export licensing approval from the U.S. Government for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by the U.S. Government.
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