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Resource Management Representative

Location: Santa Clara, CA

Job Type: contract

Company: IDR

Category: Administrative / Clerical

Job Description Apply Now

IDR is seeking a Resource Management Representative to join one of our top clients for an opportunity in Santa Clara, CA. This role is within a dynamic technology support environment, focusing on efficient case dispatching and workforce allocation to support regional support teams. The company operates in the cloud platform industry, emphasizing technical support and customer service.

Position Overview for the Resource Management Representative:

• Works closely with the Global Queue Manager to ensure effective case dispatching, scheduling, and workforce distribution across regional teams
• Reviews incoming support cases and assigns them to appropriately skilled resources
• Maintains service level commitments (SLAs) and updates team scheduling data in the Workforce Management system
• Supports smooth daily operations by serving as a communication link between support representatives, team leads, and global management
• Requires strong organizational, communication, and technical skills, with a good understanding of ServiceNow’s environment

Requirements for the Resource Management Representative:

• 2+ years of experience in a field related to Customer Service, Technical Support, Project Management, Workforce Management, Resource Management, or similar
• Exposure to Cloud Platforms, specifically the ServiceNow platform, is advantageous
• Good data entry skills and experience using MS Excel
• The ability to communicate, collaborate and negotiate effectively
• Technical awareness: Ability to understand technical terms as they relate to ServiceNow’s products and services

What's in it for you?

• Competitive compensation package
• Full Benefits; Medical, Vision, Dental, and more!
• Opportunity to get in with an industry leading organization.

Why IDR?

• 25+ Years of Proven Industry Experience in 4 major markets
• Employee Stock Ownership Program
• Dedicated Engagement Manager who is committed to you and your success.
• Medical, Dental, Vision, and Life Insurance
• ClearlyRated's Best of Staffing® Client and Talent Award winner 12 years in a row.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. IDR is subject to certain governmental recordkeeping and reporting requirements for the administration of civil rights laws and regulations. In order to comply with these laws, we invite employees to voluntarily self-identify their race or ethnicity, gender, and veteran status (if applicable). Submission of this information is voluntary and refusal to provide it will not subject you to any adverse treatment. The information obtained will be kept confidential and may only be used in accordance with the provisions of applicable laws, executive orders, and regulations, including those that require the information to be summarized and reported to the federal government for civil rights enforcement. You may access this form here.

Apply Now