Miracle Software Systems
3 days ago
Position : ServiceNow Queue Manager
Duration : Full Time
Years of Exp : 5+
Primary skills : ServiceNow, ITIL, ITSM, Data Integrity
Location : Vishakhapatnam
Job description :
Under the direct supervision of the IT Service Delivery Manager, the ServiceNow Queue Manager is responsible for efficiently managing and optimizing the incident & requests queues within the ServiceNow platform. This role ensures timely incident & request ticket assignment, correct issue prioritization, effective workload distribution, and adherence to service level agreements (SLAs). The Queue Manager collaborates with various teams to streamline processes, enhance productivity, and maintain high-quality service delivery. The ability to clearly communicate with other support resolver groups, development, product, IT leadership, external providers, and business contacts to resolve customer issues is also essential.
RESPONSIBILITIES :
1. Queue Management :
- Monitor and prioritize incidents, problems, and service requests in resolver queues.
- Assign tasks to appropriate resolver groups based on skillset, workload, and urgency.
- Ensure balanced distribution of work to prevent bottlenecks and optimize resource utilization.
2. SLA Adherence :
- Track SLAs for incidents and requests within resolver queues.
- Escalate overdue items and coordinate with resolver teams to meet SLA targets.
- Continuously improve queue performance to enhance resolution times.
3. Process Optimization :
- Collaborate with process owners to refine incident and request management workflows.
- Identify opportunities for automation, standardization, and efficiency gains.
- Implement best practices to enhance queue management processes.
4. Communication and Coordination :
- Communicate effectively with resolver teams, stakeholders, and end-users.
- Provide regular updates on queue status, workload, and performance metrics.
- Coordinate cross-functional efforts to resolve critical incidents.
5. Quality Assurance :
- Review incident records for accuracy, completeness, and adherence to guidelines.
- Ensure proper categorization, prioritization, and assignment of incidents.
- Conduct periodic audits to maintain data integrity.
6. Reporting and Analytics :
- Generate reports on queue performance, workload distribution, and SLA compliance.
- Analyze trends and recommend improvements to optimize queue management.
- Present insights to management and drive data-driven decisions.
Preferred Qualifications :
- University or College degree
- Excellent written and verbal communication skills with the ability to effectively tailor communication of technically complex issues to various audiences
- Strong customer focus and orientation
- Exposure to ITIL and ITSM tools such as ServiceNow is preferred
-
Miracle Software Systems
2 days ago
Visakhapatnam, India Miracle Software Systems Full timePosition: .Net React Fullstack Developer Duration: Full TimeYears of Exp: 5+Location: VizagPrimary skills: .net,ReactJob description:Need 5+ Years Sr. Full Stack developer responsible for design, integration, and implementation of applications software in a service provider environment that supports the company business strategies and objectives. This is...
-
Miracle Software Systems
3 days ago
visakhapatnam, India Miracle Software Systems Full timePosition: .Net React Fullstack Developer Duration: Full TimeYears of Exp: 5+Location: VizagPrimary skills: .net,ReactJob description: Need 5+ Years Sr. Full Stack developer responsible for design, integration, and implementation of applications software in a service provider environment that supports the company business strategies and objectives. This...
-
Miracle Software Systems
3 weeks ago
Visakhapatnam, India Miracle Software Systems Full timeRequirement Details :Position : STIBO DeveloperExp : 4-6 plus YearsDuration : PermanentLocation : Full time RemoteShift : 2:00 PM- 11:00 PM ISTDescription :1) 4 - 6 Years Technical/Functional Skills STIBO MDM Development Experience, Customer MDM preferred.2) Ability to configure/develop STEP Solution components such as business rules, Workflows, Import,...
-
Miracle Software Systems
1 month ago
Visakhapatnam, India Miracle Software Systems Full timeRequirement Details :Position : STIBO DeveloperExp : 4-6 plus YearsDuration : PermanentLocation : Full time RemoteShift : 2:00 PM- 11:00 PM ISTDescription :1) 4 - 6 Years Technical/Functional Skills STIBO MDM Development Experience, Customer MDM preferred.2) Ability to configure/develop STEP Solution components such as business rules, Workflows, Import,...
-
Miracle Software Systems
3 weeks ago
Visakhapatnam, India Miracle Software Systems Full timePosition Details:Role : Full Stack DeveloperLocation: Visakhapatnam/ HyderabadDuration : PermanentShift Timings : 2 PM - 11 PM Job Description :- 5+ years of experience working with Java, JEE, JAX-RS, Spring Boot, ORM, Object-oriented design techniques, and common design patterns.- 5+ years of experience working with RESTful services, APIs, API gateways...
-
Miracle Software Systems
1 month ago
Visakhapatnam, India Miracle Software Systems Full timePosition Details:Role : Full Stack DeveloperLocation: Visakhapatnam/ HyderabadDuration : PermanentShift Timings : 2 PM - 11 PM Job Description :- 5+ years of experience working with Java, JEE, JAX-RS, Spring Boot, ORM, Object-oriented design techniques, and common design patterns.- 5+ years of experience working with RESTful services, APIs, API gateways...
-
Miracle Software Systems
2 weeks ago
visakhapatnam, India Miracle Software Systems Full timePosition: Dot net developerDuration: Full TimeExperience - 6+yearsLocation: vishakhapatnamNotice period - Immediate joinersPrimary skills -Dot net core, C#, Azure AI, Machine learning, Azure cloudJob Descriptions: We are seeking a highly skilled Senior Developer with expertise in building applications using Blazor, .NET MAUI, and Azure AI services....
-
Miracle Software Systems
4 weeks ago
Visakhapatnam, India Miracle Software Systems Full timePosition: Dot net developerDuration: Full TimeExperience - 6+yearsLocation: vishakhapatnamNotice period - Immediate joinersPrimary skills -Dot net core, C#, Azure AI, Machine learning, Azure cloudJob Descriptions:We are seeking a highly skilled Senior Developer with expertise in building applications using Blazor, .NET MAUI, and Azure AI services. This...
-
Miracle Software Systems
1 month ago
Visakhapatnam, India Miracle Software Systems Full timePosition: Dot net developerDuration: Full TimeExperience - 6+yearsLocation: vishakhapatnamNotice period - Immediate joinersPrimary skills -Dot net core, C#, Azure AI, Machine learning, Azure cloudJob Descriptions:We are seeking a highly skilled Senior Developer with expertise in building applications using Blazor, .NET MAUI, and Azure AI services. This...
-
Miracle Software Systems
1 month ago
visakhapatnam, India Miracle Software Systems Full timePosition: Dot net developerDuration: Full TimeExperience - 6+yearsLocation: vishakhapatnamNotice period - Immediate joinersPrimary skills -Dot net core, C#, Azure AI, Machine learning, Azure cloudJob Descriptions: We are seeking a highly skilled Senior Developer with expertise in building applications using Blazor, .NET MAUI, and Azure AI services....
-
Miracle Software Systems
2 days ago
Visakhapatnam, India Miracle Software Systems Full timePosition : ServiceNow Queue Manager Duration : Full TimeYears of Exp : 5+Primary skills : ServiceNow, ITIL, ITSM, Data IntegrityLocation : VishakhapatnamJob description :Under the direct supervision of the IT Service Delivery Manager, the ServiceNow Queue Manager is responsible for efficiently managing and optimizing the incident & requests queues within the...
-
Miracle Software Systems
4 weeks ago
Visakhapatnam, India Miracle Software Systems Full timePosition : DataPower DeveloperExp : 5+ YearsDuration : PermanentLocation : VizagShift : 2pm to 11pm ISTPrimary skills : Datapower, XML/MPG, WSP Services, SSL, XSLT GatewayJob Description :- Looking for a DataPower expert who has 5+ years of experience- Knowledge on creation of XML/MPG and WSP services in DataPower- Knowledge on developing the services in...
-
Miracle Software Systems
1 month ago
Visakhapatnam, India Miracle Software Systems Full timePosition : DataPower DeveloperExp : 5+ YearsDuration : PermanentLocation : VizagShift : 2pm to 11pm ISTPrimary skills : Datapower, XML/MPG, WSP Services, SSL, XSLT GatewayJob Description :- Looking for a DataPower expert who has 5+ years of experience- Knowledge on creation of XML/MPG and WSP services in DataPower- Knowledge on developing the services in...
-
Miracle Software Systems
1 week ago
Visakhapatnam, India Miracle Software Systems Full timePosition : Datapower DeveloperDuration : Full TimeYears of Exp : 5+Location : VizagPrimary skills : Datapower, XML/MPG, WSP Services, SSL, XSLT GatewayJob Description :- Looking for a DataPower expert who has 5+ years of experience- Knowledge on creation of XML/MPG and WSP services in DataPower- Knowledge on developing the services in DataPower- Experience...
-
Miracle Software Systems
6 days ago
visakhapatnam, India Miracle Software Systems Full timePosition : Datapower DeveloperDuration : Full TimeYears of Exp : 5+Location : VizagPrimary skills : Datapower, XML/MPG, WSP Services, SSL, XSLT GatewayJob Description : - Looking for a DataPower expert who has 5+ years of experience- Knowledge on creation of XML/MPG and WSP services in DataPower- Knowledge on developing the services in DataPower-...
-
QA Engineer
2 months ago
visakhapatnam, India Miracle Software Systems Full timeReview and analyze project documentation, including requirements and specifications, to gain a thorough understanding of the software to be tested Collaborate with the development team and other stakeholders to ensure alignment on testing objectives Working knowledge of Postman to create and send API requests, including HTTP, GraphQL, and gRPC requests...
-
QA Engineer
2 months ago
Visakhapatnam, India Miracle Software Systems Full timeReview and analyze project documentation, including requirements and specifications, to gain a thorough understanding of the software to be testedCollaborate with the development team and other stakeholders to ensure alignment on testing objectivesWorking knowledge of Postman to create and send API requests, including HTTP, GraphQL, and gRPC requestsAbility...
-
PDM/CAD Administrator
2 months ago
Visakhapatnam, India Miracle Software Systems Full timeThe desired candidate should have 8 to 10+ years of experience as an administrator with PDM software in equipment manufacturing/machine/line builder industriesDefine, configure, and maintain PDM access management, folder structures, data standards, and workflowsExperience in installing, configuring, customizing, maintaining, and upgrading SolidWorks CAD,...
-
PDM/CAD Administrator
2 months ago
visakhapatnam, India Miracle Software Systems Full timeThe desired candidate should have 8 to 10+ years of experience as an administrator with PDM software in equipment manufacturing/machine/line builder industries Define, configure, and maintain PDM access management, folder structures, data standards, and workflows Experience in installing, configuring, customizing, maintaining, and upgrading SolidWorks CAD,...
-
PDM/CAD Administrator
3 weeks ago
visakhapatnam, India Miracle Software Systems Full timeThe desired candidate should have 8 to 10+ years of experience as an administrator with PDM software in equipment manufacturing/machine/line builder industries Define, configure, and maintain PDM access management, folder structures, data standards, and workflows Experience in installing, configuring, customizing, maintaining, and upgrading SolidWorks CAD,...