ServiceNow Queue Manager

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October 28

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Future Tech Enterprise, Inc.

WebsiteLinkedInAll Job Openings

Enterprise • Artificial Intelligence • Cybersecurity

Future Tech Enterprise, Inc. is a provider of end-to-end technology solutions, helping businesses with services such as hybrid cloud technologies, IT lifecycle management, modern infrastructure, staff augmentation, cybersecurity, and artificial intelligence. They serve a wide range of industries including aerospace, defense, education, energy, utilities, and more. Future Tech focuses on understanding individual business goals to deliver custom-tailored technology solutions that evolve with the client. They offer innovative and trusted technology advice and have a presence in 170 countries, serving enterprise companies across various sectors. Their offerings include AI-powered systems, managed print services, and secure hybrid cloud solutions designed to enhance business performance and secure data.

201 - 500 employees

Founded 1996

🏢 Enterprise

🤖 Artificial Intelligence

🔒 Cybersecurity

📋 Description

• Monitor and manage all incoming and active ServiceNow tickets related to computer procurement, deployment, returns, and asset support • Serve as the first-line operations interface between customers' ServiceNow environments and Future Tech internal systems • Coordinate ticket fulfillment timelines to meet or exceed defined SLAs and customer expectations • Escalate workflow blockers or inconsistencies to appropriate stakeholders, including the customer’s ITSM owner, internal IT support, and the Program Manager • Proactively resolve or route misclassified or incomplete tickets for correction to ensure continuity of service • Collaborate with the Program Manager to review SLA compliance reports, backlog risks, and performance KPIs on a regular cadence • Oversee the ServiceNow Returns Queue and asset record management tasks • Validate returned equipment against asset tags, serial numbers, and customer-owned configurations to ensure integrity • Cross-reference returned asset data with Future Tech’s ERP system and the customer’s CMDB (Configuration Management Database) • Validate ownership status and warranty coverage before final disposition • Implement quality assurance controls to mitigate inaccuracies arising from limitations or ServiceNow field constraints • Track device movements throughout the entire lifecycle—from procurement to fulfillment, returns, redeployment, and disposition • Leverage reporting capabilities for visibility across inventory locations, statuses, and shipment flows • Ensure in-transit and depot inventory is reflected accurately in internal systems and customer dashboards • Provide ongoing feedback to Future Tech and customer teams on ServiceNow system optimization opportunities • Document and recommend changes to reduce manual interventions, accelerate ticket handling, and align workflows between platforms • Stay informed of all changes to customer ServiceNow workflows, field configurations, and automation scripts that may impact fulfillment procedures • Train team members and document SOPs (standard operating procedures) for ServiceNow queue responsibilities

🎯 Requirements

• 3+ years of hands-on experience with ServiceNow (ITSM, Asset Management, or Fulfillment modules) • Familiarity with ERP systems and asset tracking/inventory platforms • Strong understanding of IT fulfillment, device lifecycle processes, and asset returns management • Proven ability to work cross-functionally with program management, IT, sales, and warehouse teams • Experience with SLA monitoring, reporting, and issue escalation protocols • Exceptional attention to detail and process accuracy • Intermediate Excel skills for custom reporting and dashboard creation • Strong communication skills, including stakeholder updates and documentation creation

🏖️ Benefits

• Medical, Dental, and Vision Insurance • 401k with company match • PTO