Global Queue Manager

It all started in sunny San Diego, California in 2004 when a visionary engineer, Fred Luddy, saw the potential to transform how we work. Fast forward to today — ServiceNow stands as a global market leader, bringing innovative AI-enhanced technology to over 8,100 customers, including 85% of the Fortune 500®. Our intelligent cloud-based platform seamlessly connects people, systems, and processes to empower organizations to find smarter, faster, and better ways to work. But this is just the beginning of our journey. Join us as we pursue our purpose to make the world work better for everyone.

What you get to do in this role:   

The Global Queue Manager (GQM) plays a key role in ensuring an exceptional customer experience by managing high-priority support cases and driving operational excellence. This individual contributor position oversees critical Subject Matter Expert (SME) team cases during regional shift hours and serves as the main point of contact for decisions related to incoming volume and "Follow-the-Sun" (FTS) flagged cases.

The GQM partners closely with Resource Management Representatives (RMRs) and GQMs in adjacent shifts to ensure equitable workload distribution across Technical Support Engineers (TSEs) and Customer Service Representatives (CSRs). Reporting to the Regional SME Leader, this role requires sound judgment, time management, and the ability to anticipate and de-escalate high-impact issues. This is a great opportunity for someone who thrives in a dynamic, collaborative, and customer-focused environment.

Key Responsibilities

Workload Balancing

• Monitor incoming case volume and backlog to ensure fair and efficient distribution among regional and global teams.
• Collaborate with RMRs and GQMs across regions to balance workloads across available TSE and CSR resources, regardless of location.
• Leverage available resources in overlapping regions to manage case volume effectively.
• Alert Service Delivery Managers (SDMs) if FTS or unassigned case volume exceeds typical levels.

Case Management

• Oversee traffic control of FTS and new/unassigned cases using the GQM dashboard.
• Make informed decisions based on team availability, urgency, and customer impact.
• Document actions and decisions clearly in case worknotes.
• Work with RMRs to assign cases promptly and support SLA adherence.
• Take proactive steps to address cases at risk of SLA breaches.
• Notify SDMs of trends or spikes in case volume (e.g., mass incidents).

Shift Handovers

• Participate in shift handover calls to ensure seamless transitions between time zones.
• Review the queue before handover, identify priority cases (P1s, P2s, escalated P3s/P4s), and flag any requiring immediate attention.
• Reach out to support representatives for clarification on unresolved cases or unclear next steps.

Escalation Management

• Monitor for unassigned or inactive escalations.
• Route incoming escalations appropriately or escalate further when needed.
• Communicate with senior leadership for additional support when necessary.

Shift Coverage

• Keep Workforce Management (WFM) updated with shift availability.
• Engage SDMs to adjust staffing as needed for optimal operational performance.
• Ensure clarity on Points of Contact (POCs), including GQMs, RMRs, and Swarm leads. Address and resolve shift coverage gaps promptly.

Reporting and Continuous Improvement

• Provide regular reports on case distribution, staffing, and escalation trends to the Regional SME Leader.
• Share summaries on sensitive customers and escalations with SME Managers.
• Recommend process improvements and contribute to knowledge base documentation.
• Identify and address process gaps in collaboration with leadership.

• 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 AI's potential impact on the function or industry.
• Minimum 3-5 years of experience in a customer-facing role in customer service or support.
• Bachelor's degree in a technical discipline or equivalent professional experience.
• Comfortable working in high-pressure situations and prioritizing multiple tasks.
• Strong focus on delivering excellent customer service.
• Clear and empathetic communication skills.
• Effective at building relationships and collaborating with various teams and stakeholders.
• High attention to detail and excellent organizational skills.
• Familiarity with the ServiceNow platform is a plus.
• Flexibility to work weekends as needed.

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 [email protected] 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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