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Future Tech Enterprise, Inc.
ServiceNow Queue Manager
Posted 4 months ago
Full-time •India
We have an opening for a ServiceNow Queue Manager who will be responsible for handling tickets per customer Service Level Agreements (SLA).
This is a full-time, India-based remote position.
The work hours are Monday - Friday, 7:00p -4:00a India Standard Time.
Job Responsibilities Include:
Designating ServiceNow assignment groupsActioning inbound ticketsEnsuring ServiceNow tickets are updated and pivoted over to internal ERPEnsuring tickets are being actioned within our agreed SLA/KM Keeping tickets updated with the most recent information on individual requestsAssign tickets to the group that needs to action ticketUpdate ticket(s) with a status of the request throughout the life of the request ticketEscalating all tickets that are near breach of the SLA either internally or externallyEnsuring all completed ERP details are reflected in all corresponding ServiceNow tickets
Requirements:
At least 3 years of experience with ServiceNow ticket management/queue management experience. Familiarity with SLAs and the ability to effectively update and route tickets within SLAsCustomer service FocusedAbility to follow documented processesProficient with Microsoft ExcelExcellent English grammar and communication skills
Future Tech is an award-winning, global IT solutions provider with capabilities in 150 countries. We help companies, Federal Systems Integrators and commercial entities, to maximize their full range of IT investments, delivering solutions for hardware/software procurement, configuration and imaging, hybrid cloud, modular data centers, cyber security, logistics, customized data science workstations, print management, and data storage. Future Tech was named Dell's 2023 Federal Partner of the Year, 2022 Transformation Partner of the Year and a Premier VMware Partner. Visit FTEI.com to learn more.
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