Jr ServiceNow - Operations and Performance Specialist

Position Summary The Operational Quality & Performance Specialist is a proactive, action-oriented role responsible for improving day-to-day operational health in ServiceNow through case quality monitoring, performance follow-up, queue hygiene, and targeted outreach. This role uses operational data (in partnership with the Strategic Operations Specialist) to identify risks such as stale/aging work, SLA misses, misrouting, weak documentation, and repeat defects, then engages HRSC agents and assignment groups to drive corrective action and sustained improvement. This position is foundational to establishing a durable QA/performance function that reduces rework, strengthens consistency, and supports audit readiness across HRSC operations. Key Responsibilities Operational Quality Monitoring (Primary) Actively monitor operational health indicators (e.g., stale/aging cases, backlog risk, SLA performance, routing defects, reopen trends) and translate findings into daily/weekly actions. Proactively reach out to HRSC agents and assignment groups to address performance risks, unblock stuck work, and reinforce expected standards. Establish and execute a consistent queue hygiene practice: identify cases needing updates, correct routing, next-step clarity, and timely movement. Case Quality Standards, Defect Detection & Rework Reduction Define and operationalize case quality checks (documentation quality, appropriate comments, clear titles, correct subject fields, proper handoffs) and identify recurring defect patterns. Reinforce best practices that protect audit trails and handoff clarity (e.g., using comments/work notes appropriately and consistently). Partner with Knowledge & Insights Specialist(s) to feed defects into coaching, communications, job aids, and workflow changes that reduce repeat issues. Cross-Functional Rounding & Continuous Improvement Support Support and help run operational rounding sessions with assignment groups (agenda support, issue tracking, follow-ups), focusing on process gaps, routing issues, and backlog drivers. Identify system/process gaps and recommend improvements, ensuring insights become implemented operational changes (not just reporting). Maintain an improvement log/backlog and track closure on actions, owners, and due dates to ensure sustained follow-through. Partnership with Strategic Operations Specialist (Data-to-Action Loop) Work closely with the Strategic Operations Specialist, leveraging dashboards/reports to prioritize outreach and target the highest-impact operational risks. Validate whether changes are sticking in operations through re-checks, spot audits, and trend monitoring. Qualifications Required Prior experience in quality assurance, audit, operational performance management, queue management, or high-volume service operations where precision and follow-through are critical. Strong ability to interpret operational signals and translate them into clear actions, follow-ups, and risk escalations. Excellent attention to detail, especially with documentation standards, audit trails, and consistency checks. Confident communicator who can provide professional, constructive feedback to peers and stakeholders without direct authority. Preferred Experience with ServiceNow case management, dashboards/operational reporting, or shared services HR operations. Familiarity with SLA concepts, backlog management routines, and operational governance cadences. Core Competencies High diligence + persistence ( closes loops, does not let issues linger) Operational judgment + bias for action (moves work forward, reduces noise/rework) Strong documentation discipline (protects quality and audit readiness) Collaborative influence (improves behavior through coaching and clear standards) Success Measures (Examples) Reduction in stale/aging backlog; improved SLA attainment. Fewer routing defects and fewer repeat issues (reopen trends/defect recurrence). Improved case documentation quality and handoff clarity across teams.