Resource Management Representative

ServiceNow is looking for a Resource Management Representative to work closely with the GQM to ensure cases are dispatched to the best-skilled resources and meet initial response Service Level Agreements (SLAs). The role involves reviewing new and unassigned cases, assigning them to the right resources, and working with the GQM to manage conflicts in assignments or priorities. The successful candidate will have experience in leveraging AI, customer service, or project management, and will be able to communicate, collaborate, and negotiate effectively.

Requirements

• Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving
• Minimum of 2 years of experience in a field related to Customer Service, Technical Support, Project Management, Workforce Management, Resource Management, or similar
• 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

Benefits

• Assistance with 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
• Opportunity to work in a flexible and distributed world of work
• Access to various employee benefits and perks, including on-site fitness center, childcare, and employee discounts