Confidential Jobs · 2 months ago
ServiceNow Queue Manager
United States
Full-time
Remote
Entry Level
3+ years expFuture 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 and asset lifecycle tracking for key enterprise clients. The role involves ensuring operational excellence and SLA compliance while collaborating with various teams to optimize ServiceNow processes.
Computer Software
No H1B
U.S. Citizen Only
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
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 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
Qualification
Required
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
Benefits
Medical, Dental, and Vision Insurance
401k with company match
PTO
Company
Confidential Jobs
Confidential Jobs is operated by ExecThread, Inc. (https://execthread.com).
201-500 employees
Funding
Current Stage
Growth StageLeadership Team
Amy Nelson
Managing Partner
Brandon Nolan
Chief Information Security Officer
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