ServiceNow Operations Analyst

• 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.

• 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.

• 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.

• 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.

• 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.

• 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.

• Exceptional organizational and analytical skills with attention to detail.
• Excellent communication skills, with ability to interact with both technical and business stakeholders.
• Proven ability to manage multiple priorities in a fast-paced environment.
• Proactive, problem-solving mindset with a focus on continuous improvement.

• Experience supporting PCaaS or IT lifecycle management programs.
• Background in process automation, workflow design, or ServiceNow development.
• Exposure to project coordination or project management responsibilities.

• Influence the future of a rapidly evolving enterprise technology leader.
• Collaborate with industry giants and public sector innovators to co-create impactful solutions.
• Enjoy a dynamic, entrepreneurial culture with a clear executive mandate for innovation.

Future Tech Enterprise, Inc.