ServiceNow Queue Manager
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Job Description
ServiceNow Queue Manager managing ticket workflows related to computer fulfillment in India. Overseeing asset lifecycle tracking and ensuring operational excellence for key enterprise clients.
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
- 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
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
Benefits:
- Competitive pay and comprehensive benefits
- Flexible schedules and remote work options for many roles
- A culture of innovation and collaboration where your ideas matter
- Continuous learning and career development opportunities
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