Global Queue Manager

Job Description

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)

Teams highpriority cases during a Regions shift control hours acting as the single point of

contact for decisionmaking for incoming volume and cases flagged as FollowtheSun

(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 highpriority case volume drivers. This

person will work with minimal supervision and have strong time management skills and

decisionmaking abilities. The ability to sense the level of urgency based on the customers

tone is key to proactively stopping cases from escalating further.

Primary Duties and Responsibilities

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/GQMs 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/nonactioned escalations.

o For incoming escalations review and either pass to the newly assigned TSE or

CSRs 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 SMEspecific 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 articlesQualifications and Experience:

Qualifications :

Qualifications and technical skills that will lead to your success:

• Experience in leveraging or critically thinking about how to integrate AI into work processes decisionmaking or problemsolving. This may include using AIpowered tools automating workflows analyzing AIdriven insights or exploring AIs potential impact on the function or industry. 
• Minimum 5 years experience working in a CustomerFacing Role
• Bachelors Degree in a technical discipline or the equivalent level of work experience
• Ability to work in highpressure situations prioritizing tasks appropriately
• Excellent customer focus
• Effective communication skills
• Excellent interpersonal / stakeholder management skills
• High level of attention to detail
• Strong organizational and timemanagement skills
• Previous technical experience working with the ServiceNow platform is advantageous
• Ability to work weekends as needed

FD21

Not sure if you meet every qualification We still encourage you to apply! We value inclusivity welcoming candidates from diverse backgrounds including nontraditional paths. Unique experiences enrich our team and the willingness to dream big makes you an exceptional candidate!

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

We strive to create an accessible and inclusive experience for all candidates. If you require a reasonable accommodation to complete any part of the application process or are unable to use this online application and need an alternative method to apply please contact for assistance. 

Export Control Regulations

For positions requiring access to controlled technology subject to export control regulations including the U.S. Export Administration Regulations (EAR) ServiceNow may be required to obtain export control approval from government authorities for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by relevant export control authorities. 

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