ServiceNow Queue Manager
ServiceNow Queue Manager
Posted on :
31-08-2025
Employer Active
1 Vacancy
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Monthly Salary
Not Disclosed
Salary Not Disclosed
Vacancy
1 Vacancy
Posted on :
31-08-2025
Job Description
Future Tech Enterprise a leader in IT fulfillment and lifecycle solutions is seeking a ServiceNow Queue Manager to oversee and manage ServiceNow ticket workflows related to computer fulfillment returns and asset lifecycle tracking for key enterprise clients. This role bridges the gap between customer ServiceNow environments and Future Techs internal ERP system ensuring operational excellence data integrity and SLA compliance across every phase of the fulfillment lifecycle.
The ServiceNow 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 ServiceNow-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 8:30a -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.
Key Responsibilities
ServiceNow Ticket Management
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.
#LI-Remote
The ServiceNow 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 ServiceNow-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 8:30a -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.
Key Responsibilities
ServiceNow Ticket Management
- 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 customersServiceNow 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 customers 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 Techs ERP system and the customers 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 lifecyclefrom 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.
- 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.
- 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.
- 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.
#LI-Remote
Employment decisions at Future Tech Enterprise Inc. will be based on merit qualifications and abilities. Future Tech Enterprise Inc. does not discriminate in employment opportunities or practices on the basis of race color religion sex national origin age disability or any other characteristic protected by law.
Required Experience:
Manager
Employment Type
Full-Time
Key Skills
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