ServiceNow Queue Management Specialist

NexGen Data Systems; Columbus (OH); On-site; USD 70,000 - 100,000; Full time

Benefits offered by this job

Premium medical, dental, vision

Disability plans

401(k) match up to 10%

Training & development

11 paid holidays and PTO

Job summary

NexGen Data Systems seeks a ServiceNow Queue Management Specialist to oversee daily lifecycle of DLA Enterprise Infrastructure Application Support tickets, incidents, changes, tasks, and service requests. You will monitor queues, route work to technical staff, and ensure records are updated and escalated as needed.

The role emphasizes accurate ticket records, SLA adherence, and collaboration with government representatives and vendors to resolve routing or ownership issues.

Qualifications

• Active DoD Secret clearance required.
• Three+ years supporting a range of hardware, software, or service-management solutions.
• Experience managing ServiceNow incidents, requests, changes, tasks, and SLAs.
• Experience with queue management, ticket triage, escalation, lifecycle monitoring, and performance reporting.

Responsibilities

• Monitor DLA Enterprise Infrastructure Application Support ServiceNow queues daily.
• Review incidents, tickets, changes, tasks, and government requests.
• Assign work to appropriate application, systems, cybersecurity, SecureView, cloud, or project staff.
• Maintain lifecycle oversight from receipt to final resolution and closure.

Skills

DoD security clearance

Customer service

ITIL knowledge

ServiceNow reporting

Dashboard development

Microsoft Excel

Government SLA support

Workload prioritization

Tools

ServiceNow

Job description

Description

NexGen Data Systems is seeking a ServiceNow Queue Management Specialists to provide daily lifecycle oversight of DLA Enterprise Infrastructure Application Support tickets, incidents, changes, tasks, and service requests.

The ServiceNow Queue Management Specialists will monitor assigned ServiceNow queues, route work to the appropriate technical personnel, maintain complete ticket records, track progress from initiation through closure, and ensure work is acknowledged, updated, escalated, and completed within applicable service-level windows.

Roles & Responsibilities:

• Monitor the assigned DLA Enterprise Infrastructure Application Support ServiceNow queues throughout each business day.
• Review incoming incidents, tickets, changes, tasks, and independent Government requests.
• Assign work to the appropriate application, systems, cybersecurity, SecureView, communications, cloud, or project support personnel.
• Maintain lifecycle oversight of each assigned item from receipt through final resolution and closure.
• Validate that ticket priority, category, assignment group, affected service, and required completion date are accurate.
• Ensure ticket records are updated every business day until resolution.
• Maintain a complete queue log showing assigned items, status, aging, ownership, blockers, and expected completion dates.
• Monitor service-level deadlines and promptly elevate items at risk of missing required response or resolution windows.
• Coordinate with technical personnel, vendors, Government representatives, and other DLA support organizations to resolve routing or ownership issues.
• Research recurring ticket trends, aging patterns, assignment delays, and workload bottlenecks.
• Compile monthly ticket reports identifying completed items, open items, aging, expected completion dates, service-level performance, and significant issues.
• Support quality reviews to ensure ticket documentation is complete, accurate, professional, and sufficient for Government inspection.
• Provide documented procedures, queue records, and knowledge transfer to incoming personnel during transition-out.

Other Duties:

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

Requirements

Desired/Required Skills:

• Clearance Required: Active Department of Defense Secret clearance required.
• Investigation / Position Sensitivity: Critical Sensitive / IT-I position requiring a favorable Tier 5 investigation.
• Required Computing Environment Qualification: Must maintain the applicable DLA-approved Computing Environment certification for assigned duties.
• Required DoD 8140 Qualification: Must meet applicable DoD 8140 requirements before receiving access to assigned Government systems.
• Privileged Access Qualification: When privileged access is required, must possess an approved IAT Level II or IAT Level III baseline certification and applicable CE Administrator qualification.
• Required Experience: Minimum six years of progressive information processing or information technology support experience.
• Specialized Experience: At least three years supporting a range of hardware, software, application, or service-management solutions.
• Hands-On Experience: At least two years of concentrated hands-on experience diagnosing technical problems, supporting users, or maintaining hardware and software.
• Required ServiceNow Experience: Experience managing ServiceNow incidents, requests, changes, tasks, assignment groups, priorities, workflows, and service-level deadlines.
• Required IT Service Management Experience: Experience with queue management, ticket triage, escalation, lifecycle monitoring, and performance reporting.
• Desired Skills: ITIL knowledge, ServiceNow reporting, Microsoft Excel, dashboard development, customer service, workload prioritization, and Government SLA support.

About the Company:

NexGen Data Systems is an emerging technologies focused company providing expert systems and network engineering solutions to the Department of Defense. NexGen Data Systems promotes a culture of knowledge and career advancement through continued learning, keeping our team current on the latest advances in systems and networking, and enabling our team to provide the best available solutions to our clients.

Benefits:

• Company covers 100% of premiums for the employee’s medical, dental, and vision insurance and subsidizes premiums for spouse and dependents.
• Company provides short and long term disability plans.
• 401(k) match up to 10% of the employee’s salary contributions to 401(K) plan.
• Comprehensive training and development program.
• 11 paid holidays and paid time off (PTO) accrual level starts at 15 days annually.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.

NOTE: US Citizens and those authorized to work in the US are encouraged to apply. In order to be qualified for this position, you must be able to obtain and maintain a United States Department of Defense (DoD) security clearance. We are unable to sponsor Visas at this time. NexGen Data Systems provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state and local laws.