Resource Management Representative

Title: Resource Management Representative

Location: Santa Clara, CA, 95045 Hybrid 2 days onsite/ week

Duration: 12 Months

Job Description:

What you get to do in this role:

• Case Dispatch Work closely with and in the same shift pattern as the Global Queue Manager (GQM) for a designated region, to ensure cases are dispatched to the best-skilled resources with enough time to meet initial response Service Level Agreements (SLAs).
• Responsible for reviewing all new and unassigned cases on the RMR Dashboard and making dispatch decisions based on Support Representative availability, skill, and readiness, as well as case Special Handling Notes (SHN), urgency, and impact. Ensure cases are assigned as a priority and in line with SLAs.
• Assign cases as per the case dispatch process. Document actions taken or decisions made in the work notes. Work closely with the GQM to manage conflicts in assignments or priorities. Be responsive to messages and requests from incoming and outgoing regions.
• Assessment of TSE or CSR capacity should include incoming work, actionable backlog, and Follow the Sun (FTS) handoffs.
• Routing Validate all unassigned cases, making sure they are sitting within the correct assignment group queues Scheduling Responsible for working with SME Managers to maintain Work Force Management (WFM) schedules.
• Manage Support Representative schedules: Do initial setup and update exceptions in WFM Alert Managers if staffing levels are too low for operational effectiveness Ensure primary POCs (Points of Contact) on shift are updated and accurate in WFM, e.g., GQMs Upload shift rotation schedules at least 3 months in advance, ensuring public holidays and weekend shifts are considered.
• Handovers Communicate with outgoing and incoming shifts as needed Qualifications and technical skills that will lead to your success: Minimum of 2 years of experience in a field related to Customer Service, Technical Support, Project Management, Workforce Management, Resource Management, or similar The ability to communicate, collaborate and negotiate effectively Technical awareness: Ability to understand technical terms as they relate to ServiceNow s products and services.
• Ability to multi-task in high-pressure, time-sensitive situations good data entry skills and experience using MS Excel Excellent organization and time management skills.
• The ability to work as part of a team and independently, as circumstances dictate Previous Workforce management experience is advantageous Exposure to Cloud Platforms, specifically the ServiceNow platform, is advantageous Onsite Requirement: This position requires a hybrid schedule to sit onsite 2 days of the week.