> Markdown version of [/jobs/ext/494106-service-now-aesmp-queue-manager](https://www.wearedevelopers.com/jobs/ext/494106-service-now-aesmp-queue-manager). Every page supports `.md` or `Accept: text/markdown`. Links point to the HTML versions so they work for humans too. Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Service Now/AESMP Queue Manager - **Company:** Oneida Technical Solutions - **Location:** Fort Belvoir, VA, United States - **Salary:** $80,000.0 - $90,000.0 - **Contract:** Permanent contract - **Skills:** Microsoft Excel, Issue Tracking Systems, NIPRNet, Pivot Tables, Enterprise Software Applications, SC Clearance, Servicenow - **Published:** June 3, 2026 - **Apply:** https://www.indeed.com/viewjob?jk=87b599bbaaffd3cf ## About the Role Do you have experience in Ticketing system technical support?, Do you have a Bachelor's degree?, * Experience with the Service Now Ticketing System is required. * Strong proficiency in MS Excel, including the creation and use of Pivot Tables. * Sec+ or other IAT-Level II Certification is mandatory. * Must possess a current, fully adjudicated Secret Clearance. ## Description In support of the U.S. Army Network Enterprise Technology Command (NETCOM) and the Regional Network Enterprise Center for the National Capital Region (RNEC-NCR), we are seeking a Service Now/AESMP Queue Manager. This role requires a Bachelor's degree in a related field and at least 4 years of relevant experience, although a combination of experience and training may be considered in lieu of a degree., * Monitor AITP Service Level Agreements (SLAs) to ensure incidents and service requests are resolved according to defined targets. * Oversee ticket queues, reallocating as necessary to meet response time deadlines, including VIP tickets. * Coordinate cross-organizational tickets to ensure customer satisfaction. * Assign tickets that are out of scope to the appropriate Service Desk or other teams. * Allocate tickets to technicians at designated sites. * Ensure relationship tickets are properly linked to parent tickets, and follow-up is conducted once incidents are resolved. * Collaborate with teams across disciplines to meet AITP SLA targets. * Assist with agency meetings and conferences, presenting new IT support procedures, equipment, methods, and approaches. * Lead initiatives to identify and eliminate chronic customer relations issues and share "lessons learned" with other IT specialists. * Keep team members informed of new developments in customer relations. * Innovate techniques to achieve and maintain high customer satisfaction and organizational effectiveness. * Refer customers to appropriate resources for inquiry responses or problem resolutions. * Investigate significant transmission/communication issues from Remedy and coordinate with supported tenants. * Create and update Service Now profiles and tickets for NIPR, SIPR, Privileged Access, and Service Now accounts. * Investigate and resolve Service Now profile issues. * Submit modification requests for Service Now Support Groups as needed. * Perform Tier 2 level customer support functions. * Submit and monitor initial IT requests to the Help Desk. * Balance user requirements, available resources, and organizational goals while maintaining high-quality customer service. * Attend bi-weekly Army Enterprise Service Management Platform (AESMP) and Remedy team meetings for policy, process, and requirement updates. * Participate in weekly Service Now team meetings to focus on goals and process enhancements. ## Related Videos - [Applying Agile Principles to Incident Management ](https://www.wearedevelopers.com/videos/101-applying-agile-principles-to-incident-management) - [Systems Thinking for Performance: How to Diagnose and Fix Slow Systems without Guessing](https://www.wearedevelopers.com/videos/2103-systems-thinking-for-performance-how-to-diagnose-and-fix-slow-systems-without-guessing) - [Beyond Dashboards: Fixing Text-to-SQL with Semantic RAG](https://www.wearedevelopers.com/videos/2036-beyond-dashboards-fixing-text-to-sql-with-semantic-rag) - [AI in Production: applied AI & enterprise use cases](https://www.wearedevelopers.com/videos/100130-ai-in-production-applied-ai-enterprise-use-cases) - [Scaling Talent from Within: How Upskilling Fuels Growth](https://www.wearedevelopers.com/videos/1379-scaling-talent-from-within-how-upskilling-fuels-growth) - [Robots are coming into the wild! Full-Stack Robotics Engineers, be ready!](https://www.wearedevelopers.com/videos/479-robots-are-coming-into-the-wild-full-stack-robotics-engineers-be-ready) ## Related Articles - [Highest Paying Tech Companies for Developers](https://www.wearedevelopers.com/magazine/220-highest-paying-tech-companies-for-developers) - [Best Companies to work for in London: Top 25 Companies in 2023](https://www.wearedevelopers.com/magazine/187-best-companies-to-work-for-in-london-top-25-companies-in-2023) - [Fully Remote Software Engineer Jobs](https://www.wearedevelopers.com/magazine/447-fully-remote-software-engineer-jobs) - [Dev Digest 134 - Where pixels sing?](https://www.wearedevelopers.com/magazine/477-dev-digest-134-where-pixels-sing) - [Is Software Engineering Over-Saturated?](https://www.wearedevelopers.com/magazine/418-is-software-engineering-over-saturated) - [The Best Job Search Websites of 2025](https://www.wearedevelopers.com/magazine/368-the-best-job-search-websites-of-2025)