What are the responsibilities and job description for the Remote Contract Role of Operations Queue Manager (Service Now/Power BI/SharePoint) position at Jobs via Dice?
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Hi,
Position: Operations Queue Manager (Service Now/Power BI/SharePoint)
Location: REMOTE/Close to Hartford (NY/NJ/MA/RI/CT/NH)
Duration: 12 months Contract
Job Description:
I'd 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.
Key Responsibilities
Monitor and actively reduce backlog, including:
Hi,
Position: Operations Queue Manager (Service Now/Power BI/SharePoint)
Location: REMOTE/Close to Hartford (NY/NJ/MA/RI/CT/NH)
Duration: 12 months Contract
Job Description:
I'd 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.
Key Responsibilities
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)
- 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.
- 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
- 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