• 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.