Future Tech Enterprise, Inc.

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.
• Ensure 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.

Data Engineer

• Design, implement, and manage ELT (Extract, Load, Transform) pipelines from ERP/SQL sources into BigQuery.
• Administer and optimize Google Cloud Assured Workload FedRAMP environment, including Dataflow, Data Transfer Service, and BigQuery.
• Develop and maintain LookML semantic models to support self-service analytics and conversational analysis in Looker.
• Ensure data quality, governance, and security across all systems.
• Collaborate with business teams to translate reporting needs into scalable data models.
• Monitor system performance, optimize queries, and automate workflows.
• Own the full data lifecycle: ingestion, transformation, semantic modeling, and visualization.

Principal Data Engineer

Compliance

• Receive, review, and edit compliance-related documentation, including policies, procedures, work instructions, templates, and manuals.
• Execute version control and document lifecycle within the company’s Document Management System (DMS/QMS).
• Ensure documents are properly approved, distributed, and archived in accordance with regulatory and internal requirements.
• Collaborate with subject matter experts and documentation personnel to create or update materials as needed.
• Partner with the Training team to support the development and deployment of compliance and operational training materials.
• Monitor training compliance to ensure timely completion of required courses by all employees.
• Evaluate training effectiveness and recommend improvements to enhance learning outcomes and compliance.

Compliance Documentation Analyst

ServiceNow

• 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

ServiceNow Queue Manager

• Lead ServiceNow integration initiatives with customer ServiceNow instances, internal ERP, and other enterprise systems.
• Design, implement, and manage data pipelines to ensure seamless data flows across platforms.
• Serve as the primary point of contact for integration design, troubleshooting, and optimization.
• Establish best practices for system integrations, data mapping, and governance.
• Configure ServiceNow tables, fields, and workflows to enable reliable operational reporting.
• Build and maintain ServiceNow dashboards and reports for day-to-day needs (orders, returns, inventory, SLA tracking).
• Partner with ServiceNow Queue Managers to ensure clean, accurate data for downstream analytics.
• Develop and maintain PowerBI dashboards for executives, Program Managers, and support customer QBR/PMR reports.
• Standardize KPIs across programs and business functions, ensuring consistent and comparable metrics.
• Deliver trend, forecasting, and predictive analytics to support proactive decision-making.
• Translate complex business requirements into scalable, automated reporting solutions.
• Support Finance, Operations, and Program Management with cross-functional reporting solutions (financial forecasting, cost avoidance, efficiency tracking).
• Identify process bottlenecks through data analysis and recommend solutions to improve efficiency and reduce costs.
• Serve as a trusted advisor to leadership, providing insights that shape business strategy.

ServiceNow Systems Integration Lead

Account Executive

• Professionally interacting with customers on operational issues, projects, and contracts, handling routine matters with vendors and liaising with internal departments
• Building excellent relationships with customers and vendors
• Preparing quotes, proposals, special bid pricing, and deal registrations
• Processing orders
• Escalating critical issues and providing timely updates to customer and management
• Tracking orders and returns

International Inside Sales Representative

• Develop a deep understanding of customers’ business objectives, IT priorities, and solution requirements.
• Drive business growth by cultivating relationships with existing customers and establishing new partnerships through proactive engagement, including cold calling, customer meetings, and industry networking.
• Manage and grow a portfolio of enterprise-level accounts, ensuring customer satisfaction and identifying opportunities to increase share of spend across our comprehensive portfolio of solutions, including data center, security, IT lifecycle services, hybrid cloud/ private cloud, and more.
• Build and execute strategic account plans, including sales forecasts and pipeline management, ensuring alignment across internal and external stakeholders.
• Serve as a trusted advisor to clients, articulating total cost of ownership, market trends, and tailored solutions to meet their goals.
• Lead and collaborate with cross-functional teams to deliver high-impact, customized proposals and value-added solutions.
• Represent the company at industry events, building market awareness and strengthening customer and partner relationships.
• Continuously monitor competitive offerings and industry trends to effectively position the company’s value proposition and defend against competitors.

Account Executive – IT Sales

• Develop a deep understanding of customers’ business objectives, IT priorities, and solution requirements
• Drive business growth by cultivating relationships with existing customers and establishing new partnerships through cold calling, customer meetings, and industry networking
• Manage and grow a portfolio of enterprise-level accounts, ensuring customer satisfaction and identifying opportunities to increase share of spend across comprehensive solutions
• Build and execute strategic account plans, including sales forecasts and pipeline management
• Serve as a trusted advisor to clients, articulating total cost of ownership, market trends, and tailored solutions
• Lead and collaborate with cross-functional teams to deliver customized proposals and value-added solutions
• Represent the company at industry events to build market awareness and strengthen relationships
• Continuously monitor competitive offerings and industry trends to position the company’s value proposition

Account Executive, IT Sales

• Be a trusted partner to mid-market and large enterprise customers, driving revenue growth and delivering innovative technology solutions
• Identify new opportunities, expand existing accounts, and provide consultative expertise to help clients achieve their IT goals
• Develop a deep understanding of customers’ business objectives, IT priorities, and solution requirements
• Drive business growth by cultivating relationships with existing customers and establishing new partnerships through cold calling, customer meetings, and industry networking
• Manage and grow a portfolio of enterprise-level accounts, ensuring customer satisfaction and identifying opportunities to increase share of spend across data center, security, IT lifecycle services, hybrid cloud/private cloud, and more
• Build and execute strategic account plans, including sales forecasts and pipeline management
• Serve as a trusted advisor to clients, articulating total cost of ownership, market trends, and tailored solutions
• Lead and collaborate with cross-functional teams to deliver high-impact, customized proposals and value-added solutions
• Represent the company at industry events, building market awareness and strengthening customer and partner relationships
• Continuously monitor competitive offerings and industry trends to effectively position the company’s value proposition
• This remote position will be based out of and work within the Atlanta market

• Receive, review, and edit compliance-related documentation, including policies, procedures, work instructions, templates, and manuals.
• Manage version control and document lifecycle within the company’s Document Management System (DMS/QMS).
• Ensure documents are properly approved, distributed, and archived in accordance with regulatory and internal requirements.
• Collaborate with subject matter experts and documentation personnel to create or update materials as needed.
• Partner with the Training team to support the development and deployment of compliance and operational training materials.
• Monitor training compliance to ensure timely completion of required courses by all employees.
• Evaluate training effectiveness and recommend improvements to enhance learning outcomes and compliance.

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

• 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

• 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.

• 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

• 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