ServiceNow Queue Manager for DoD Infrastructure

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

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.