ServiceNow Queue Manager

Overview

Future Tech Enterprise, a leader in IT fulfillment and lifecycle solutions, is seeking a Service Now Queue Manager to oversee and manage Service Now ticket workflows related to computer fulfillment, returns, and asset lifecycle tracking for key enterprise clients. This role bridges the gap between customer Service Now environments and Future Tech’s internal ERP system, ensuring operational excellence, data integrity, and SLA compliance across every phase of the fulfillment lifecycle.

This is NOT a developer role.

This is a U.S.

-based remote position. The work hours are Monday - Friday, 8:30a - 5:30p Eastern time.

Our Benefits offerings include Medical, Dental, and Vision Insurance, 401k with company match, and PTO.

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

• Service Now Ticket Management:
  Monitor and manage all incoming and active Service Now tickets related to computer procurement, deployment, returns, and asset support.
• Service Now Operations Interface:
  Serve as the first-line operations interface between customers’ Service Now environments and Future Tech internal systems.
• Timeline Coordination:
  Coordinate ticket fulfillment timelines to meet or exceed defined SLAs and customer expectations.
• Escalation Management:
  Escalate workflow blockers or inconsistencies to appropriate stakeholders, including the customer’s ITSM owner, internal IT support, and the Program Manager.
• Ticket Quality:
  Proactively resolve or route misclassified or incomplete tickets for correction to ensure continuity of service.
• SLA and KPIs Review:
  Collaborate with the Program Manager to review SLA compliance reports, backlog risks, and performance KPIs on a regular cadence.

• Oversee the Service Now 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 Service Now 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 Service Now 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 Service Now workflows, field configurations, and automation scripts that may impact fulfillment procedures.
• Train team members and document SOPs (standard operating procedures) for Service Now queue responsibilities.

Required:

• 3+ years of hands-on experience with Service Now (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.
• This position has responsibilities that include working with a government contractor; therefore, U.S. citizenship is required.

• Influence the future of a rapidly evolving enterprise technology leader.
• Colla…