ServiceNow Queue Manager

Service Now Queue Manager

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.

Please note:

This is NOT a developer role.

The Service Now Queue Manager will work closely with Program Managers, Inside Sales, Depot Operations, and Customer Stakeholders to provide accurate, timely, and customer-aligned execution across all Service Now-related tasks. The ideal candidate is detail-oriented, thrives in a fast‑paced environment, and is passionate about process improvement and system integration.

This is a U.S.

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

Benefits:
Medical, Dental, Vision Insurance, 401(k) with company match, and PTO.

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

• Monitor and manage all incoming and active Service Now tickets related to computer procurement, deployment, returns, and asset support.
• Serve as the first‑line operations interface between customers' Service Now 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 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.
• 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 for Service Now queue responsibilities.

• 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.
• U.S. citizenship required for government contractor responsibilities.

• Influence the future of a rapidly evolving enterprise technology leader.
• Collaborate with industry giants and public sector innovators to co‑create impactful solutions.
• Enjoy a dynamic, entrepreneurial culture with a clear executive mandate for innovation.

Future Tech Enterprise, Inc. is a recognized leader in delivering enterprise IT solutions and services to commercial, federal, and global clients. We are proud partners with technology innovators such as Dell Technologies, NVIDIA, Dell, Cisco, and others, helping our customers transform operations and drive digital modernization.