ServiceNow Queue Manager
Core
Manage ServiceNow queues for IT asset lifecycle operations including procurement, deployment, returns, and inventory tracking.
Role type
ServiceNow Queue Manager (IT Operations)
Builds
Operational workflows for device lifecycle and asset management within ServiceNow and ERP systems
Domain
IT Operations / Asset Management / Enterprise IT Services
Required skills
ServiceNow (ITSM, Asset Management, Fulfillment), ERP platforms, asset tracking, SLA monitoring, performance reporting, escalation procedures, Excel, stakeholder communication
Preferred skills
Cross-functional collaboration, process improvement, SOP creation, team training
Technologies
ServiceNow, CMDB, Cisco, ERP, Excel
Responsibilities
Monitor and manage incoming ServiceNow tickets for computer procurement, deployment, returns, and asset support; Coordinate ticket completion timelines to meet SLA targets; Escalate workflow issues and blockers to stakeholders; Resolve or redirect misclassified and incomplete tickets; Partner with Program Manager to review SLA results and backlog risks; Oversee ServiceNow Returns Queue and verify returned equipment against asset tags and serial numbers; Cross-check returned asset data with ERP and customer CMDB; Confirm ownership status and warranty coverage before final disposition; Track devices throughout the full lifecycle from procurement to disposition; Use reporting tools to maintain visibility into inventory locations and statuses; Provide feedback on ServiceNow optimization opportunities and document process improvements; Train team members and create SOPs for queue operations.
