ServiceNow Queue Manager

Key Responsibilities

• 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.
• Cook up 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.

Qualifications

• This position has responsibilities that include working with a government contractor; therefore, U.S. citizenship is required.

Skills

• ServiceNow (ITSM, Asset Management, or Fulfillment modules)
• ERP systems and asset tracking/inventory platforms
• IT fulfillment, device lifecycle processes, and asset returns management
• SLA monitoring, reporting, and issue escalation protocols
• Excel for custom reporting and dashboard creation
• Communication skills, including stakeholder updates and documentation creation

Benefits

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

Pay

Not specified

Schedule

Not specified