ServiceNow Queue Management Specialist

Location: Fully remote within the United States; Columbus, OH listed. US work authorization and the ability to obtain and maintain a DoD security clearance are required.

Company

hirify.global provides systems and network engineering solutions to the Department of Defense and supports emerging technology initiatives.

What you will do

• Monitor DLA Enterprise Infrastructure Application Support ServiceNow queues throughout each business day.
• Review, categorize, prioritize, and route incidents, tickets, changes, tasks, and service requests to the appropriate technical personnel.
• Track assigned items from receipt through resolution and closure, ensuring daily updates and accurate ownership, status, service, and completion dates.
• Monitor service-level deadlines, escalate items at risk, and coordinate with technical personnel, vendors, Government representatives, and DLA support organizations.
• Research ticket trends, aging patterns, assignment delays, and workload bottlenecks.
• Prepare monthly ticket reports, support quality reviews, and provide queue documentation and knowledge transfer during transition-out.

Requirements

• Active Department of Defense Secret clearance and eligibility to obtain and maintain a United States DoD security clearance.
• US citizenship or authorization to work in the United States; visa sponsorship is not available.
• Critical Sensitive / IT-I position requiring a favorable Tier 5 investigation.
• Minimum six years of progressive information processing or information technology support experience, including at least three years supporting hardware, software, application, or service-management solutions.
• At least two years of hands-on experience diagnosing technical problems, supporting users, or maintaining hardware and software.
• ServiceNow experience managing incidents, requests, changes, tasks, assignment groups, priorities, workflows, and service-level deadlines.
• Experience with queue management, ticket triage, escalation, lifecycle monitoring, and performance reporting; applicable DLA, DoD 8140, Computing Environment, and privileged-access qualifications must be maintained as required.

Nice to have

• ITIL knowledge.
• ServiceNow reporting and dashboard development.
• Microsoft Excel, customer service, workload prioritization, and Government SLA support experience.

Culture & Benefits

• Fully remote work arrangement.
• Company-paid employee medical, dental, and vision insurance, with subsidized spouse and dependent coverage.
• Short- and long-term disability plans.
• 401(k) match of up to 10% of employee contributions.
• Training and development program, 11 paid holidays, and PTO starting at 15 days annually.