Incident/Problem/Queue Manager

Description

The Digital Modernization Sector has an opening for an Incident/Problem/Queue Manager to work in Washington, DC.

Specific duties include:

Queue Management

• Provide subject matter expertise in quality management of ticket handling and content, as well as applied technical services
• Provide quality oversight of ticket handling procedures, ticket content, categorizations, prioritizations, routing and escalation, kickbacks, and closure
• Intake and triage of Incident and Request tickets received through ServiceNow
• Assign tickets to appropriate queues and/or service support technicians
• Manage technician workload balance by queue assignment and queue management
• Will support tickets being entered through Self Service Portal for accuracy and assignment
• Apply subject matter expertise to continuous process improvement
• Responsible for refinement and development Standard Operating Procedures and work instructions for the Queue Management
• Support communications between queue owners, technicians, and team leads for the rollout of new processes and remediation of ticket handling, ticket quality anomalies, and Incident Management
• Will oversee and report on tickets unassigned, open, and aging ticket at an enterprise level
• Attend ad hoc meetings relating to briefing status of tickets and continuous improvement efforts
• Run ad hoc ServiceNow report for customer and management request
• Create automated ServiceNow reports

Incident & Problem Management

• Responsible to oversee entire Incident lifecycle, from initial reporting to resolution, pertaining to outages and Major Incidents
• Identified root cause of recurring Incidents, implement solutions, and document known errors to prevent reoccurring issues for problem tickets
• Act as the escalation POC for all outages and problems, coordinate with system owners to ensure timely resolution
• Provide updates to management on outage status, coordinate with communication team to send outage notice to end users, and brief outage status and problem in daily operations meeting
• Responsible for refinement and development Standard Operating Procedures, Work Instructions, and Workflows for the Incident and Problem Management
• Responsible for data analysis and reporting for track trends and reoccurring issues and adhere to outage escalation process

Requirements:

BS Degree and 4+ years experience. Additional years of experience may be substituted in lieu of degree.

• Assist with ticket monitoring (including all methods of ticket generation i.e. phone, email etc.).
• Check ticket quality, validate, and complete customer contact information submitted in tickets.
• Determine ticket detail information (identifying customer detail requirements pertaining to the request).
• Assign tickets to appropriate technicians.
• Monitor the technicians' ticket queues daily.
• Coordinate with other lines of service before transferring tickets or accepting tickets from other queues.
• Maintain knowledge of applicable service level agreements (SLAs).
• Provide advice on potential process improvement for general ticket and queue management.
• Must be extremely proficient with ServiceNow and Incident/problem management
• Strong experience and knowledgeable with ServiceNow Incident Module, Request/Task Module, and ServiceNow Reporting
• Strong experience and knowledge of MS Office suite, especially Excel (pivot tables, formulas, etc.)
• Experience with ITIL processes
• Detail oriented
• Ability to multi-task in a high tempo environment
• Must have experience creating workflows, SOPs, work instructions, and any other requirement documents pertaining to Queue Management and Incident & Problem Management
• Must be able to obtain and maintain a public trust clearance

At Leidos, we don't want someone who "fits the mold"-we want someone who melts it down and builds something better. This is a role for the restless, the over-caffeinated, the ones who ask, "what's next?" before the dust settles on "what's now."

If you're already scheming step 20 while everyone else is still debating step 2... good. You'll fit right in.

For U.S. Positions: While subject to change based on business needs, Leidos reasonably anticipates that this job requisition will remain open for at least 3 days with an anticipated close date of no earlier than 3 days after the original posting date as listed above.

The Leidos pay range for this job level is a general guideline onlyand not a guarantee of compensation or salary. Additional factors considered in extending an offer include (but are not limited to) responsibilities of the job, education, experience, knowledge, skills, and abilities, as well as internal equity, alignment with market data, applicable bargaining agreement (if any), or other law.