IT Supply & Order Management Specialist (ServiceNow/HAM)

About the Role

Network Designs, Inc. (NDi) is seeking an IT Supply & Order Management Specialist (ServiceNow/HAM) to support enterprise IT supply fulfillment and printer consumables operations within a Federal IT environment. This position is responsible for supporting the full lifecycle of IT supply and printer consumable requests—from initial customer submission through order placement, shipment tracking, delivery validation, reconciliation, and final closeout. The Specialist will use ServiceNow, ServiceNow Hardware Asset Management (HAM), supplier portals, Microsoft Office, and Government-approved repositories to maintain accurate records, resolve discrepancies, support customers, and provide program reporting. The role combines IT service support, asset data management, order fulfillment, vendor coordination, customer service, and operational analysis.

Requirements

• U.S. Citizenship is required
• Must be able to obtain and maintain a Public Trust clearance
• This position is remote; candidate must reside in one of the following states: AL, AZ, DC, FL, GA, ID, MD, MS, NJ, NC, OK, OH, PA, SC, TN, TX, UT, VA, WV

Qualifications

• Bachelor's degree in an Information Technology-related field
• Minimum of seven (7) years of relevant experience supporting enterprise IT operations, service desk/ticketing workflows, endpoint support, IT asset operations, order fulfillment, or similar operational support functions
• Experience working within structured ticketing or workflow environments
• Experience maintaining accurate transactional or asset records
• Experience supporting customers and coordinating activities across multiple stakeholders
• Experience with ServiceNow or comparable enterprise ITSM systems
• Strong attention to detail and data accuracy
• Ability to reconcile orders, invoices, delivery records, and system data
• Strong customer-service and issue-resolution skills
• Ability to manage multiple concurrent requests and meet established timelines
• Strong documentation and recordkeeping skills
• Ability to follow established SOPs and controlled business processes
• Proficiency with Microsoft Office and collaboration/repository tools

Preferred Qualifications

• Experience with ServiceNow Hardware Asset Management (HAM)
• Experience supporting IT supply, order tracking, asset fulfillment, or printer consumables programs
• Experience reconciling vendor invoices against orders and deliveries
• Experience with supplier fulfillment portals
• Experience supporting a Federal Government IT environment
• SharePoint experience
• Experience developing operational reports and analyzing order or ticket trends

Key Tools and Technologies

• ServiceNow ITSM
• ServiceNow HAM
• Microsoft Excel
• Microsoft Office Suite
• SharePoint
• Supplier/vendor fulfillment portals
• Government-approved repositories and collaboration tools

Essential Duties and Responsibilities

Supply Order Tracking and Fulfillment

• Provide operational support for the FAA Supply Order Tracking (SOT) program
• Track printer consumable and related IT supply requests from initial submission through order placement, shipment, delivery, customer confirmation, and closeout
• Maintain end-to-end traceability for orders and associated customer requests
• Monitor outstanding orders and identify delayed, incomplete, or problematic fulfillment actions
• Conduct customer follow-up to confirm receipt and resolve delivery issues
• Download approved order information from ServiceNow and coordinate submission and tracking through fulfillment
• Ensure completed orders contain the documentation necessary to support final closeout

ServiceNow and Hardware Asset Management

• Maintain customer requests, order records, delivery information, communications, and closeout documentation in ServiceNow
• Add and update applicable records in the ServiceNow Hardware Asset Management (HAM) environment
• Maintain information related to: printer consumables, printer models, and printer hardware
• Verify completed deliveries and maintain supporting records in Government-approved repositories
• Ensure ServiceNow records are complete and accurate prior to closure

Vendor and Supplier Coordination

• Use Government-approved supplier portals to: track order status, research consumable information, and validate fulfillment data
• Coordinate with vendors, customers, and Government stakeholders to resolve order and delivery issues
• Identify and document discrepancies involving: incorrect quantities, incorrect products, pricing inconsistencies, missing deliveries, and billing errors
• Escalate significant discrepancies to appropriate Government program personnel in accordance with required timeframes

Invoice and Delivery Reconciliation

• Reconcile delivered products against supplier invoices, order records, and fulfillment documentation
• Validate quantity, product, pricing, and delivery information
• Identify discrepancies that could contribute to incorrect or improper payment
• Document findings and corrective actions
• Ensure supporting documentation is retained and traceable
• Complete order closeout only after delivery and required documentation have been validated

Customer Support

• Respond to customers regarding order status, delivery issues, product information, and outstanding actions
• Communicate expected next steps and resolution status
• Work with customers to resolve incomplete or inaccurate requests
• Identify recurring customer concerns and recommend improvements

Reporting and Analysis

• Generate routine and ad hoc reports using ServiceNow and other Government-approved tools
• Track and analyze: order volume, fulfillment status, delivery performance, discrepancies, aging requests, and customer issue trends
• Support monitoring of supplier contract funding and identify potential requirements based on usage and demand trends
• Maintain accurate operational data to support Government oversight and decision-making

Benefits

• Comprehensive health, dental, vision, pet, and legal insurance
• 401(k) retirement matching
• Paid leave and paid holidays
• Health and wellness programs
• Employer-paid life and disability insurance
• Professional development and education benefits