Resource Management Representative

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Job Description

What you get to do in this role:

• Case Dispatch: Work closely with and in the same shift pattern as the GQM for a designated region, to ensure cases are dispatched to the best-skilled resources with enough time to meet initial response Service Level Agreements (SLAs).

  • Responsible for reviewing all new and unassigned cases on the RMR Dashboard and making dispatch decisions based on Support Representative availability, skill, and readiness, as well as case Special Handling Notes (SHN), urgency, and impact.
  • Ensure cases are being assigned with enough time to meet initial response SLAs.
  • Ensure cases are assigned out on priority and in line with SLAs.
  • Assign cases as per the case dispatch process in KB0717092.
  • Document actions taken or decisions made in the worknotes.
  • Work closely with the GQM to manage conflicts in assignments or priorities
  • Being responsive to GQMs, from incoming and outgoing regions
  • Assessment of TSE or CSR capacity should include incoming work, actionable backlog, and Follow the Sun (FTS) handoffs

• Routing: Validate all unassigned cases, making sure they are sitting within the correct assignment group queues

• Scheduling: Responsible for working with SME Managers to maintain Work Force Management (WFM) schedules.

  • Manage Support Representative schedules: Do initial setup and update exceptions in WFM
  • Alert Managers if staffing levels are too low for operational effectiveness
  • Ensure primary POCs (Points of Contact) on shift are updated and accurate in WFM, e.g., GQMs
  • Upload shift rotation schedules at least 3 months in advance, ensuring public holidays and leave requests are considered.

• Handovers: Communicate with outgoing and incoming shifts as needed

Qualifications

To be successful in this role you have:

• Minimum of 2 years of experience in a field related to Customer Service, Technical Support, Project Management, Workforce Management, Resource Management, or similar

• The ability to communicate, collaborate and negotiate effectively

• Technical awareness: Ability to understand technical terms as they relate to ServiceNow's products and services

• Ability to multi-task in high-pressure, time-sensitive situations

• Good data entry skills and experience using MS Excel

• Excellent organization and time management skills

• The ability to work as part of a team and independently, as circumstances dictate

• Previous Workforce management experience is advantageous

• Exposure to Cloud Platforms, specifically the ServiceNow platform, is advantageous

JV20

For positions in this location, we offer a base pay of $73,800 - $114,400, plus equity (when applicable), variable/incentive compensation and benefits. Sales positions generally offer a competitive On Target Earnings (OTE) incentive compensation structure. Please note that the base pay shown is a guideline, and individual total compensation will vary based on factors such as qualifications, skill level, competencies and work location. We also offer health plans, including flexible spending accounts, a 401(k) Plan with company match, ESPP, matching donations, a flexible time away plan and family leave programs (subject to eligibility requirements). Compensation is based on the geographic location in which the role is located, and is subject to change based on work location.

Additional Information

ServiceNow is an Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, national origin or nationality, ancestry, age, disability, gender identity or expression, marital status, veteran status or any other category protected by law.

At ServiceNow, we lead with flexibility and trust in our distributed world of work. Click here to learn about our work personas: flexible, remote and required-in-office.

If you require a reasonable accommodation to complete any part of the application process, or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you may contact us at [email protected] for assistance.

For positions requiring access to technical data subject to export control regulations, including Export Administration Regulations (EAR), ServiceNow may have to obtain export licensing approval from the U.S. Government for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by the U.S. Government.

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