Operations Queue Manager (ServiceNow Power BI SharePoint)

Client Name: Randstad
End Client Name: CVS

Job Title: Operations Queue Manager (ServiceNow / Power BI / SharePoint)
Location: Remote (EST Prefer candidates near Hartford CT: NY/NJ/MA/RI/CT/NH)
Work Type: Remote
Job Type: Contract
Rate: $40/hr W2
Visa: USC GC EAD

Notes:

Prefer candidates on East Coast / Near Hartford CT
Strong communication skills required (client-facing leadership interaction)
This role works directly with leadership / management team

I have a need again - for a Queue Manager for Medicaid technology operations team. Im doing most of the this today (building reports dashboards metrics pulling data out of service now and into excel...) - I want to stop and need someone that can do more than just queue management. This is an extension of my management ticket - in all leadership meetings working with me directly and daily.

Id 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.

Please limit resumes for strong communicators and experiences as much as possible.

Operations Queue Manager (Service Now/Power BI/SharePoint)

The Operations Queue Manager is responsible for end-to-end ownership of operational intake queues ensuring timely response triage and resolution of incidents service requests and escalations across application support team in support of application development and business domains. This role drives adherence to SLAs timely response and assignments escalations priority reviews manages backlog health reporting metrics (Service Now and/or Power BI) and coordinates cross-functional response efforts including on-call rotations major incidents and vendor engagement.

This individual serves as a critical control point within the Operations model ensuring queue discipline xMatters configuration knowledge management upkeep operational visibility and continuous service improvement through metrics reporting and stakeholder communication. More specifically directly working with me as part of my management team to showcase metrics weekly progress escalation management and helping me build reporting up to our executive team.

Key Responsibilities

Own and manage all operational queues within ServiceNow ensuring:

• SLA adherence (response resolution and update compliance)
• Prioritization based on business impact and urgency
• Proper ticket categorization assignment and routing (right team right priority right short description)

Monitor and actively reduce backlog including:

• Aging tickets (SLA risk Escalation response and breaches)