The desired candidate should have strong experience and exposure to ITIL and ITSM tools such as ServiceNow
Should collaborate with various teams to streamline processes, enhance productivity, and maintain high-quality service delivery
Ability to assign tasks to appropriate resolver groups based on skill set, workload, and urgency along with ensuring balanced work distribution
Continuously improving the queue performance to enhance resolution and escalate overdue items to meet SLA targets
Proactively collaborate with process owners to refine incident and request management workflows
Ability to identify opportunities for automation, standardization, efficiency gains, and implement best practices to enhance queue management processes
Should analyze the trends, recommend improvements to optimize queue management, generate reports on queue performance, workload distribution, and SLA compliance
Ability to review incident records for accuracy, completeness, and adherence to guidelines
Excellent written and verbal communication skills with the ability to effectively tailor communication of technically complex issues to various audiences