ServiceNow Operations Analyst

Remote
Full Time
Program Management
Experienced
Future Tech Enterprise, a leader in IT fulfillment and lifecycle solutions, is seeking a highly motivated and detail-oriented ServiceNow Operations Analyst to support our growing IT lifecycle programs. This role blends technical ServiceNow expertise with project coordination responsibilities. The Analyst will be critical in managing ServiceNow queues, ensuring operational excellence, and driving process improvements across our ServiceNow and ERP systems.

This position is ideal for someone who thrives in a fast-paced environment, excels at system workflows and reporting, and can balance day-to-day execution with long-term process improvement initiatives.

This is a U.S.-based remote position. The work hours are from 8:30a -5:30p Eastern time. Our benefit offerings include Medical, Dental, and Vision Insurance, 401k with Company match and PTO.

This position has responsibilities that include working with a government contractor; therefore, U.S. citizenship is required. 

Key Responsibilities

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.
Qualifications

Required Experience
  • 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. 
     
Skills
  • 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.
Preferred Skills
  • 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.
Why Join Future Tech
  • 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.
About Future Tech Enterprise, Inc.
Future Tech Enterprise, Inc. is a recognized leader in delivering enterprise IT solutions and services to commercial, federal, and global clients. We are proud partners with technology innovators such as Dell Technologies, NVIDIA, Dell, Cisco, and others, helping our customers transform operations and drive digital modernization.

#LI-Remote
 

Employment decisions at Future Tech Enterprise, Inc. will be based on merit, qualifications, and abilities. Future Tech Enterprise, Inc. does not discriminate in employment opportunities or practices on the basis of race, color, religion, sex, national origin, age, disability, or any other characteristic protected by law.

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