Resource Management Representative
Resource Management Representative
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Salary Not Disclosed
1 Vacancy
Job Description
What you get to do in this role:
- Case Dispatch: Work closely with and in the same shift pattern as the 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 being assigned with enough time to meet initial response SLAs.
- Ensure cases are assigned out on priority and in line with SLAs.
- Assign cases as per the case dispatch process in KB0717092.
- Document actions taken or decisions made in the worknotes.
- Work closely with the GQM to manage conflicts in assignments or priorities
- Being responsive to GQMs 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 leave requests are considered.
- Handovers: Communicate with outgoing and incoming shifts as needed
Qualifications :
To be successful in this role you have:
- Experience in leveraging or critically thinking about how to integrate AI into work processes decision-making or problem-solving. This may include using AI-powered tools automating workflows analyzing AI-driven insights or exploring AIs potential impact on the function or industry.
- 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 ServiceNows 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
JV20
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.
At ServiceNow we lead with flexibility and trust in our distributed world of work. Click here to learn about our work personas: flexible remote and required-in-office.
If you require a reasonable accommodation to complete any part of the application process or are limited in the ability or unable to access or use this online application process and need an alternative method for applying you may contact us at for assistance.
For positions requiring access to technical data subject to export control regulations including Export Administration Regulations (EAR) ServiceNow may have to obtain export licensing approval from the U.S. Government for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by the U.S. Government.
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From Fortune. 2022 Fortune Media IP Limited All rights reserved. Used under license.
Fortune and Fortune Media IP Limited are not affiliated with and do not endorse products or services of ServiceNow.
Remote Work :
No
Employment Type :
Full-time
Employment Type
Full-time
