Resource Management Representative

Summary

Join ServiceNow as a Case Dispatcher and contribute to efficient case management. You will work closely with the Global Queue Manager (GQM) to ensure timely case dispatch to skilled resources, adhering to Service Level Agreements (SLAs). Responsibilities include reviewing cases, making dispatch decisions based on various factors, and managing schedules. You will also collaborate with SME Managers to maintain Workforce Management (WFM) schedules and ensure accurate staffing levels. Effective communication and collaboration are crucial, along with experience in customer service, technical support, or related fields. The role requires strong organizational and time management skills, proficiency in data entry, and the ability to work both independently and as part of a team.

Requirements

• Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving. This may include using AI-powered tools, automating workflows, analyzing AI-driven insights, or exploring AI’s potential impact on the function or industry
• 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

Responsibilities

• 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

Preferred Qualifications

• Previous Workforce management experience is advantageous
• Exposure to Cloud Platforms, specifically the ServiceNow platform, is advantageous

Benefits

• Health plans, including flexible spending accounts
• A 401(k) Plan with company match
• ESPP
• Matching donations
• A flexible time away plan
• Family leave programs (subject to eligibility requirements)