Future Tech Enterprise, Inc.

Project Manager

• Define clear project objectives and align them with organizational goals.
• Develop a project charter outlining the scope, objectives, stakeholders, and key requirements.
• Identify and engage stakeholders to gather requirements and expectations.
• Create a comprehensive project plan covering scope, schedule, budget, and risk management.
• Develop detailed project schedules with milestones and dependencies.
• Estimate costs, allocate resources, and ensure financial tracking.
• Lead and motivate project teams to achieve objectives.
• Coordinate activities, ensuring smooth collaboration across teams.
• Monitor progress, address deviations, and resolve roadblocks.
• Track performance using key metrics and KPIs.
• Manage scope changes, schedule adjustments, and risk mitigation.
• Implement change control processes and ensure stakeholder alignment.
• Ensure all deliverables meet quality standards and obtain formal acceptance.
• Conduct final project reviews, gather feedback, and document lessons learned.
• Complete and archive project documentation for compliance and future reference.

Accountant

• Manage tax compliance across U.S. and international jurisdictions, ensuring accurate reporting and supporting audits, planning, and cross-border initiatives
• File indirect taxes (sales, VAT, GST) and other applicable local taxes accurately and on time
• Research and ensure compliance with state, local, and global tax regulations
• Reconcile all tax accounts in the general ledger, including property, sales, use, corporate income, and VAT
• Support tax inquiries and audits from internal and external auditors as well as government agencies worldwide
• Monitor updates in tax legislation, assess business impact, and communicate changes to leadership
• Perform month-end close tax-related tasks including accruals, journal entries, reconciliations, and financial analysis
• Support global tax planning, transfer pricing analysis, and intercompany transaction documentation
• Maintain and improve internal controls related to tax reporting and compliance
• Collaborate with Finance, Sales, IT, and other teams to ensure proper tax treatment of business transactions
• Assist in implementing tax automation tools and ERP system enhancements

Tax Accountant - Indirect Taxes

ServiceNow

• ServiceNow Ticket Management across procurement, deployment, returns, and asset support
• Returns Queue Oversight and asset record management
• Inventory Control and Lifecycle Tracking from procurement to disposition
• Continuous Improvement & Process Feedback; document SOPs; stay updated on workflows
• Works with Program Managers, Inside Sales, Depot Operations, and Customer Stakeholders; U.S.-based remote role

Queue Manager, ServiceNow

Program Manager

• Oversee end-to-end IT service delivery for the PCaaS program, including order processing, customer support and strategic initiatives.
• Ensure compliance with customer business rules, SLAs, and audit requirements.
• Manage inventory, returns, and B Stock redeployment to maximize cost savings and efficiency.
• Ensuring accurate order processing, ticket reconciliation, and reporting.
• Develop and refine ServiceNow workflows for fulfillment, returns, and queue management, ensuring accurate asset record creation and updates.
• Implement IT service management best practices to drive operational efficiency.
• Monitor service performance metrics and drive continuous improvement efforts.
• Build and maintain Excel data models, pivot tables, dashboards, and tracking tools to manage KPIs, scope, and schedules.
• Reconcile data across ServiceNow, ERP, and customer CMDBs to ensure accuracy.
• Produce customer-facing reports, including PMRs, QBRs, and executive summaries.
• Identify gaps, risks, and process inefficiencies; implement improvement and automation initiatives where possible.
• Create repeatable project plans with clear milestones, workstreams, and stakeholder responsibilities.
• Serve as the primary liaison between Future Tech, customers, depots, and third-party partners.
• Provide timely communication on ticket status, order fulfillment, and returns management.
• Facilitate regular stakeholder meetings, gather feedback, and align services with evolving business needs.
• Act as an escalation point for ServiceNow or ERP workflow issues that impact execution.
• Lead and mentor queue managers, order processors, depot managers, and technical specialists.
• Ensure teams are trained on both customer-specific business rules and industry best practices.
• Set clear goals, conduct performance reviews, and foster a culture of accountability and continuous improvement.
• Implement ITIL-based frameworks for incident, problem, and change management.
• Ensure IT service operations comply with organizational policies, security standards, and customer regulations.
• Oversee break/fix, warranty management, and asset lifecycle processes.
• Develop streamlined processes for cancellations, repairs, refurbishments, and disposal, including certificates of destruction and audit reporting.
• Continuously assess service performance, implementing technology and process improvements.
• Stay informed on emerging IT service and PCaaS trends, leveraging them to enhance program delivery.

• Queue & Workflow Management: Oversee daily ServiceNow queue operations, ensuring timely assignment, prioritization, and resolution of requests.
• Monitor SLAs and escalate issues when required to maintain program performance and customer satisfaction.
• Serve as the primary point of contact for queue-related inquiries from internal teams and customers.
• Order Management & Asset Lifecycle: Support the smooth flow of customer orders between Salesforce, ServiceNow, and ERP systems. Ensure asset lifecycle milestones (procurement, configuration, deployment, returns, redeployment/disposal) are accurately captured in ServiceNow. Collaborate with Warehouse, Configuration, and Procurement teams to align ServiceNow data with operational activities.
• Reporting & Data Analysis: Develop and maintain dashboards and reports in ServiceNow to track asset health, order fulfillment, return rates, and queue performance. Provide insights to Program Managers and leadership on operational trends, bottlenecks, and opportunities for improvement. Support customer reporting needs, including customized lifecycle and SLA reports.
• Process Improvement & System Optimization: Partner with cross-functional teams to identify automation opportunities within ServiceNow workflows. Contribute to system integration projects between ServiceNow, Salesforce, and ERP systems, ensuring seamless data flow and accuracy. Proactively recommend enhancements to ServiceNow processes that improve efficiency, reduce manual effort, and enhance the customer experience.
• Project Coordination: Assist Program Managers with project-related tasks, including scheduling, documentation, and follow-up on action items tied to ServiceNow and PCaaS workflows. Track and report progress on ServiceNow enhancements, system changes, and customer onboarding initiatives. Act as a liaison between technical teams, program management, and customers for ServiceNow-related projects.

Operations Analyst, ServiceNow

• File indirect taxes (sales, VAT, GST) and other applicable local taxes accurately and on time.
• Research and ensure compliance with state, local, and global tax regulations.
• Reconcile all tax accounts in the general ledger, including property, sales, use, corporate income, and VAT.
• Support tax inquiries and audits from internal and external auditors as well as government agencies worldwide.
• Monitor updates in tax legislation, assess business impact, and communicate changes to leadership.
• Perform month-end close tax-related tasks including accruals, journal entries, reconciliations, and financial analysis.
• Support global tax planning, transfer pricing analysis, and intercompany transaction documentation.
• Maintain and improve internal controls related to tax reporting and compliance.
• Collaborate with Finance, Sales, IT, and other teams to ensure proper tax treatment of business transactions.
• Assist in implementing tax automation tools and ERP system enhancements