Operations Queue Manager (Medicaid Technology Operations)

Operations Queue Manager (Medicaid Technology Operations)

*Please no third party help, no sponsorship available, must be USC or GC to apply

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)
• Stale or unassigned work items
• Hung or blocked requests *updating status (current state, block details, next steps)

Support queue hygiene standards (notes, updates, ownership accountability)

• Improve ticket closure notes and closure codes to help drive better metrics
• Help hygiene check the tickets closed recently for opportunities to train the team and uplift ticket details and journaling
• Drive accountability for ticket management with grace, professionalism and as an extension of the MTO Management team

Operational Metrics & Reporting (with me directly)...define, track, and report key operational KPIs:

• Response time (SLA tracked) - auto-assigned in build, so want to keep eye on all queues
• Mean Time to Resolution (MTTR)
• Business line tracking
• SLA compliance / breach rate
• Backlog volume and aging distribution
• Backlog metric and trending

Build and present weekly/monthly operational reports to:

• Business stakeholders
• IT leadership (up to Nathan Frank - where I present weekly)
• Application and engineering teams that we partner with for delivery (eg AppDev teams)

Identify trends, systemic issues, and improvement opportunities from queue analytics

Act as primary point of contact for SLA breaches and critical incidents

Assist in On-Call & Alert Coordination

• Help management team manage on-call schedules across application and operations teams
• Coordinate alerting workflows leveraging tools such as xMatters and device setup support
• Be one of the key management group escalation point for missed page responses
• Must have strong oral and written communication skills as this role interacts with leadership, escalation from business leaders, may be delivering metrics to execute team Exec Directors up to CTO (Nathan Frank)

Really "NICE TO HAVE":

• Any experience with MS Excel for improved executive reporting (graph data from open/close priority based and trending - executive summary.
• Service Now has a lot of capability but I'm the strongest knowledge on the team for SNOW reporting, graphs, dashboards. Being service now certified, I can give this role admin access to help us with bulk ticket updates and work.
• Power BI - non-existent on the team today and a huge capability gap for management team. Would love to have this capability if someone has it.

Qualifications

• Understand IT Operations, Service Management, or SDLC environments (we work closely with Dev and Infra teams)
• Strong understanding of: Incident, Problem, and Change Management (ITIL framework) would be nice, can be trained
• SLA management and reporting
• Demonstrated ability to manage high-volume ticket environments and prioritize effectively
• Act as a lead capable person as part of my operational management team (joins all management calls, escalations, tasked for helping re-engineer production support and expand into DevOps/automation capable team

Preferred Qualifications

• Service Now experience - I need to handoff building, managing dashboards and metrics, pulling reports, working with Service Now Dev teams to drive improvements for our capability.
• Power BI experience even nicer to have because we do not have this today.
• Experience with xMatters or similar alerting/on-call tools (PagerDuty, Opsgenie) would help but can be trained
• Experience with AI inputs to help us drive better processes, knowledge management uplift and enhance / mature our metrics