Remedy Queue Manager
Remedy Queue Manager
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$ 51000 - 82000
1 Vacancy
Job Description
Responsibilities
Peraton is seeking an experienced and detail-oriented BMC Helix Queue Manager to oversee the daily management of incident request change and problem tickets within the BMC Remedy system. The ideal candidate will ensure efficient ticket triage assignment and resolution acting as the point of coordination between service desk teams support groups and IT leadership.
Day to Day Work Responsibilities:
- Monitor and manage all incoming tickets within the BMC Helix queue(s) ensuring accurate assignment to the appropriate support teams.
- Prioritize tickets based on SLA urgency and business impact.
- Perform regular ticket audits to ensure quality consistency and compliance with ITIL processes.
- Communicate with stakeholders to resolve ticket escalations and delays.
- Ensure timely follow-ups on aging or stalled tickets.
- Assign tickets that are out of scope to the Service Desk/Other Teams.
- Produce and analyze daily/weekly/monthly reports on ticket trends volumes and performance metrics.
- Work closely with IT teams to implement process improvements and optimize queue performance.
- Conduct training sessions and provide guidance to team members on Remedy best practices.
- Participate in change incident and problem management meetings as needed.
Qualifications
Basic Qualifications:
- Bachelors degree in Computer Science Information Systems desired or a related field (or equivalent experience) with 0 years experience Associates Degree and 2 years experience or HS Diploma and 4 years experience
- Experience with BMC Helix Remedy or similar ITSM platforms.
- Strong understanding of ITIL principles and service management practices.
- Proven experience managing ticket queues and IT support workflows.
- Excellent organizational analytical and problem-solving skills.
- Effective communication and interpersonal skills with a strong customer service orientation.
- Ability to work independently and under pressure in a fast-paced environme
- US Citizenship required; with the ability to obtain and maintain a Secret Clearance clearance
Preferred Qualifications:
- ITIL v3 or v4 Foundation Certification.
- Experience with automation or integration of Remedy with other platforms (e.g. CMDB monitoring tools).
- Familiarity with other ITSM tools like Jira is a plus.
- Active US Secret clearance
Peraton Overview
Peraton is a next-generation national security company that drives missions of consequence spanning the globe and extending to the farthest reaches of the galaxy. As the worlds leading mission capability integrator and transformative enterprise IT provider we deliver trusted highly differentiated solutions and technologies to protect our nation and allies. Peraton operates at the critical nexus between traditional and nontraditional threats across all domains: land sea space air and cyberspace. The company serves as a valued partner to essential government agencies and supports every branch of the U.S. armed forces. Each day our employees do the cant be done by solving the most daunting challenges facing our customers. Visit to learn how were keeping people around the world safe and secure.
Target Salary Range
EEO
Required Experience:
Manager
Employment Type
Full-Time
