Future Tech Enterprise, Inc.

Operations Analyst, ServiceNow

Future Tech Enterprise, Inc.

full-time

Posted on:

Origin:  • 🇺🇸 United States

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Job Level

Mid-LevelSenior

Tech Stack

CloudERPServiceNow

About the role

  • 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.

Requirements

  • 3+ years of experience in IT service delivery, ServiceNow queue management, or lifecycle asset management.
  • Hands-on experience with ServiceNow; strong understanding of workflows, reporting, and queue operations.
  • Familiarity with Salesforce and ERP systems in the context of order management and lifecycle processes.
  • Strong Excel and reporting skills, with the ability to analyze and present operational data effectively.
  • This position has responsibilities that include working with a government contractor; therefore, U.S. citizenship is required.