Global Queue Manager (GQM) – Automation

Website ServiceNow

Company Description

At ServiceNow, our technology makes the world work for everyone, and our people make it possible. We move fast because the world can’t wait, and we innovate in ways no one else can for our customers and communities. By joining ServiceNow, you are part of an ambitious team of change makers who have a restless curiosity and a drive for ingenuity. We know that your best work happens when you live your best life and share your unique talents, so we do everything we can to make that possible. We dream big together, supporting each other to make our individual and collective dreams come true. The future is ours, and it starts with you.

With more than 7,700+ customers, we serve approximately 85% of the Fortune 500®, and we’re proud to be one of FORTUNE 100 Best Companies to Work For® and World’s Most Admired Companies™.

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Job Description

What you get to do in this role:  
• Workload Balancing: Monitor incoming case volume versus backlog to ensure even distribution amongst the regional and global team​.
• 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.
• Assessment of workload should include incoming work, actionable backlog, and FTS handoffs​, resource availability.
• Review if resources in overlapping regions can be leveraged to help balance the load​.
• 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.
• 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.
• Document any action taken or decision made in the worknotes of every case.
• 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.
• 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).
• Alert other SDMs when noticing a pattern in incoming cases – e.g. potentially mass related.
• Handovers: Communicate with outgoing and incoming regional shift GQM.
• Be present on handover calls with the incoming and outgoing regions.
• 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
• 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
• Monitor for unassigned/non-actioned escalations.
• 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.
• 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.
• Call on SDMs to bring in more TSE or CSR resources if staffing levels are too low for operational effectiveness.
• 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:
• 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.
• Identify process gaps and address them in collaboration with Management, documenting updates in relevant Knowledge Base articles


Qualifications and technical skills that will lead to your success:
• 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
• Ability to speak and read Portuguese desired, but not required


Additional Information

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.

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