ServiceNow Queue Manager

Future Tech Enterprise, Inc.•Fort Lauderdale, FL

2d•Onsite

About The Position

Future Tech Enterprise 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 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. 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.

Requirements

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.
U.S. citizenship is required.

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.