Service Now/AESMP Queue Manager
About The Position
In support of the U.S. Army Network Enterprise Technology Command (NETCOM) and the Regional Network Enterprise Center for the National Capital Region (RNEC-NCR), Oneida Technical Solutions, LLC (OTS) is seeking a Service Now/AESMP Queue Manager. This role requires a Bachelor's degree in a related field and at least 4 years of relevant experience, although a combination of experience and training may be considered in lieu of a degree. OTS is a trusted partner providing diverse information technology and cyber solutions in highly complex, regulated, and secure environments, serving various industries including the U.S. Department of Defense (DoD), healthcare, higher education, law enforcement, retail, and casino gaming. Their innovative cyber capabilities and programs have established them as leaders in IT modernization, implementing upgrades, and accelerating solution delivery for both the DoD and commercial sectors.
Requirements
- Bachelor's degree in a related field and at least 4 years of relevant experience (or a combination of experience and training may be considered in lieu of a degree).
- Experience with the Service Now Ticketing System is required.
- Strong proficiency in MS Excel, including the creation and use of Pivot Tables.
- Sec+ or other IAT-Level II Certification is mandatory.
- Must possess a current, fully adjudicated Secret Clearance.
Responsibilities
- Monitor AITP Service Level Agreements (SLAs) to ensure incidents and service requests are resolved according to defined targets.
- Oversee ticket queues, reallocating as necessary to meet response time deadlines, including VIP tickets.
- Coordinate cross-organizational tickets to ensure customer satisfaction.
- Assign tickets that are out of scope to the appropriate Service Desk or other teams.
- Allocate tickets to technicians at designated sites.
- Ensure relationship tickets are properly linked to parent tickets, and follow-up is conducted once incidents are resolved.
- Collaborate with teams across disciplines to meet AITP SLA targets.
- Assist with agency meetings and conferences, presenting new IT support procedures, equipment, methods, and approaches.
- Lead initiatives to identify and eliminate chronic customer relations issues and share "lessons learned" with other IT specialists.
- Keep team members informed of new developments in customer relations.
- Innovate techniques to achieve and maintain high customer satisfaction and organizational effectiveness.
- Refer customers to appropriate resources for inquiry responses or problem resolutions.
- Investigate significant transmission/communication issues from Remedy and coordinate with supported tenants.
- Create and update Service Now profiles and tickets for NIPR, SIPR, Privileged Access, and Service Now accounts.
- Investigate and resolve Service Now profile issues.
- Submit modification requests for Service Now Support Groups as needed.
- Perform Tier 2 level customer support functions.
- Submit and monitor initial IT requests to the Help Desk.
- Balance user requirements, available resources, and organizational goals while maintaining high-quality customer service.
- Attend bi-weekly Army Enterprise Service Management Platform (AESMP) and Remedy team meetings for policy, process, and requirement updates.
- Participate in weekly Service Now team meetings to focus on goals and process enhancements.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
