What are the responsibilities and job description for the VTC SCHEDULING and QUEUE MANAGER position at CompQsoft?
DUTIES And RESPONSIBILITIES
ServiceNow CSA (Certified System Administrator)
Cisco Collaboration Expert or Cisco Certified Internetwork Expert (CCIE)
DoD 8570 Information Assurance Technical (IAT) Level II Certification
- **Operations and Scheduling:**Manages the scheduling, configuration, and initiation of VTC sessions.
- **Technical Support:**Performs live monitoring, troubleshooting, and troubleshooting of AV equipment (cameras, microphones, codecs) during, before, and after meetings.
- **Leadership/Facilitation:**Coordinates multi-site, high-visibility meetings and serves as the primary contact for attendees.
- **Reporting:**Maintains event logs, sends invitations, and prepares after-action reviews
- Queue Monitoring and Ticket Routing:**Continuously monitor incoming ServiceNow tickets, identifying, classifying, and assigning them to the appropriate teams or engineers.
- Workload Balancing:**Distribute cases evenly among available staff to prevent bottlenecks.
- Process Optimization:**Analyze workflow inefficiencies and recommend improvements to the ServiceNow system or internal procedures.
- Reporting and Communication:**Provide updates on ticket volume, backlog risk, and performance metrics to stakeholders.
- Shift Management:**Coordinate with teams across time zones to ensure seamless shift handovers
- Active**DoD-sponsored Secret (minimum) or Higher**
- Minimum**3-5 years of experience**in VTC facilitation and scheduling
- **Platform Knowledge:**Familiarity with DISN Video Services II, MS Teams, and Cisco systems, ServiceNow
- Experience:**3 years in a customer-facing role, IT support, or Service Management (ITSM).
- Platform Knowledge:**Hands-on experience with the ServiceNow ITSM module is crucial.
- Skills:**Strong analytical, communication, and organizational skills, with the ability to work under high pressure.
ServiceNow CSA (Certified System Administrator)
Cisco Collaboration Expert or Cisco Certified Internetwork Expert (CCIE)
DoD 8570 Information Assurance Technical (IAT) Level II Certification