**Please Note** This is NOT a developer role **
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 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.
- 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.
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Future Tech Enterprise, Inc. is an award-winning IT solutions provider with capabilities in nearly 180 countries. Recent Future Tech honors include being named Dell Technologies Federal Growth Partner of the Year 2020, NVIDIA Partner of the Year Professional Visualization (2019), and Partner of the Year APC by Schneider (2019).
Since its start in 1996, Future Tech has experienced exceptional growth and become an IT partner-of-choice for global leaders in the aerospace, defense, education, energy, government, healthcare, manufacturing, and retail sectors.
We help companies maximize their IT investments by delivering solutions for hybrid cloud, cyber security, hardware/software procurement, imaging, customized configuration, logistics, storage, infrastructure, data science.
Future Tech offers additional support services, including technology training and staff augmentation.
Our commitment to excellence is consistently recognized by industry associations and Original Equipment Manufacturers (OEM).
A short list of Future Tech’s industry certifications/awards includes:
- Dell Technologies Federal Growth Partner of Year 2020
- NVIDIA Partner of the Year Professional Visualization 2019
- 2019 Partner of the Year APC by Schneider Electric
- ISO 9001:2015 - Certified
- AS 9100 Rev D. Certified
- NIST Certified
- HIPAA Certified
- Member of Forbes Technology Council
- Dell Technologies Titanium Partner
- VMware Partner
- HPi Elite Partner
- Lenovo Global Platinum
- Apple Value Added Reseller Partner
- Nutanix Preferred Partner
- Winner HP’s Federal Partner in 3D Print Premier Program Award
- One of 8 companies nationwide certified as HP Education Specialist
Contact Future Tech to simplify your company's toughest IT challenges: www.ftei.com
Email - [email protected] | 631-472-5500
