Hi,
Position: Operations Queue Manager (Service Now/Power BI/SharePoint)
Location: REMOTE/Close to Hartford (NY/NJ/MA/RI/CT/NH)
Duration: 12+months Contract
Job Description:
I'd prefer east coast and close to Hartford, CT would be preferred. I have an Ops manager there that I want the queue manager operating in lock step with. Service Now extremely needed - Power BI a MUST and if anyone knows how to help me manage SharePoint for our business facing presentation of who we are, what we do and just uplift + management it, then this would be one of the most valuable members on my team.
Key Responsibilities
Monitor and actively reduce backlog, including:
• Aging tickets (SLA risk, Escalation response, and breaches)
• Stale or unassigned work items
• Hung or blocked requests *updating status (current state, block details, next steps)
Really "NICE TO HAVE":
• Any experience with MS Excel for improved executive reporting (graph data from open/close priority based and trending - executive summary.
• Service Now has a lot of capability but I'm the strongest knowledge on the team for SNOW reporting, graphs, dashboards. Being service now certified, I can give this role admin access to help us with bulk ticket updates and work.
• Power BI - non-existent on the team today and a huge capability gap for management team. Would love to have this capability if someone has it.
Qualifications
- Understand IT Operations, Service Management, or SDLC environments (we work closely with Dev and Infra teams)
- Strong understanding of: Incident, Problem, and Change Management (ITIL framework) would be nice, can be trained
- SLA management and reporting
- Demonstrated ability to manage high-volume ticket environments and prioritize effectively
- Act as a lead capable person as part of my operational management team (joins all management calls, escalations, tasked for helping re-engineer production support and expand into DevOps/automation capable team
Preferred Qualifications
• Service Now experience - I need to handoff building, managing dashboards and metrics, pulling reports, working with Service Now Dev teams to drive improvements for our capability.
• Power BI experience even nicer to have because we do not have this today.
• Experience with xMatters or similar alerting/on-call tools (PagerDuty, Opsgenie) would help but can be trained
• Experience with AI inputs to help us drive better processes, knowledge management uplift and enhance / mature our metrics
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