IT Queue Manager (ServiceNow | Metrics | Reporting)

We are seeking an IT Operations Queue Manager to join a high-visibility Medicaid Technology Operations team. This role will act as a key extension of leadership, partnering directly with senior management to drive operational excellence across incident and service management processes.

This is not a traditional queue management role. We’re looking for someone who can own operational workflows, build reporting and dashboards, and bring structure and insights to a high-volume support environment.

You’ll work closely with leadership, engineering teams, and business stakeholders to improve how work is tracked, prioritized, and delivered.

What You’ll Be Doing

• Own and manage operational queues within ServiceNow, ensuring proper prioritization, routing, and SLA adherence
• Monitor and reduce backlog, including aging tickets, unassigned work, and SLA risks
• Drive improvements in ticket quality, documentation, and overall queue hygiene
• Build and maintain operational dashboards, reports, and metrics within ServiceNow
• Analyze trends, identify systemic issues, and recommend process improvements
• Present weekly/monthly reporting to leadership and business stakeholders
• Act as a point of contact for escalations, SLA breaches, and critical incidents
• Partner with operations and engineering teams to improve workflows and delivery
• Support on-call coordination and alerting processes (xMatters, PagerDuty, etc.)
• Contribute to broader operational maturity, including automation and process improvement initiatives

What We’re Looking For

• Experience working in IT Operations, Service Management, or similar environments
• Strong understanding of incident, problem, and change management processes
• Hands-on experience with ServiceNow, including reporting, dashboards, and queue management
• Experience managing high-volume ticket environments with strong prioritization skills
• Ability to track and report on key metrics such as SLA compliance, MTTR, and backlog trends
• Strong communication skills with the ability to interact with leadership and business stakeholders
• Proven ability to operate in a lead or senior-level capacity within an operations team

Nice to Have

• Experience with Power BI for advanced reporting and visualization
• Experience with Excel-based reporting and executive-level summaries
• Familiarity with alerting/on-call tools such as xMatters, PagerDuty, or Opsgenie
• Experience working with or improving knowledge management and process documentation
• Exposure to automation or AI-driven process improvements
• Experience managing or enhancing SharePoint for team or business-facing content