• 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