ServiceNow Queue Manager

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Job Title: ServiceNow Queue Manager
Type: Direct Hire
Location: Remote (U.S.-based)
Work Hours: Monday–Friday, 8:30 AM – 5:30 PM EST

Role Overview

The ServiceNow Queue Manager is responsible for overseeing and managing ServiceNow ticket workflows related to device procurement, deployment, returns, and asset lifecycle tracking for enterprise customers.

This role is operational and administrative in nature and serves as the bridge between customer ServiceNow environments and an internal ERP system. The ServiceNow Queue Manager ensures data accuracy, SLA compliance, and seamless execution across the full device fulfillment lifecycle.
This is not a ServiceNow developer role.

Key Responsibilities

ServiceNow Ticket & Queue Management

• Monitor and manage all incoming and active ServiceNow tickets related to computer procurement, deployment, returns, and asset support.

• Act as the first-line operational interface between customer ServiceNow environments and internal systems.

• Coordinate fulfillment timelines to meet or exceed SLAs and customer expectations.

• Proactively identify, correct, or reroute misclassified or incomplete tickets to maintain continuity of service.

• Escalate workflow blockers, data inconsistencies, or SLA risks to Program Managers, internal IT teams, and customer ITSM stakeholders.

• Partner with Program Managers to review backlog health, SLA compliance, and performance KPIs on a regular cadence.

Returns Queue & Asset Validation

• Oversee the ServiceNow Returns Queue and associated asset management tasks.

• Validate returned equipment against asset tags, serial numbers, and customer-owned configurations.

• Reconcile returned asset data between ServiceNow, customer CMDBs, and internal ERP systems.

• Confirm ownership status and warranty coverage prior to disposition.

• Implement quality checks to reduce inaccuracies related to ServiceNow field limitations.

Inventory Control & Lifecycle Tracking

• Track devices throughout the full lifecycle including procurement, fulfillment, returns, redeployment, and disposition.

• Maintain accurate visibility into inventory status across depots, in-transit shipments, and customer locations.

• Ensure inventory and asset data is reflected accurately in internal systems and customer-facing dashboards.

Process Improvement & Documentation

• Provide ongoing feedback on ServiceNow workflow optimization opportunities.

• Document and recommend process improvements to reduce manual intervention and accelerate ticket resolution.

• Stay current on ServiceNow workflow changes, configurations, and automation updates.

• Support training and documentation of SOPs related to ServiceNow queue management.

Required Skills and Experience

• 2–3+ years of hands-on experience managing ServiceNow queues within ITSM, Asset Management, or Fulfillment modules.

• Experience supporting IT asset lifecycle processes including procurement, deployment, returns, and inventory tracking.

• Familiarity with ERP systems and asset tracking platforms.

• Experience working in SLA-driven, high-volume operational environments.

• Strong attention to detail and data accuracy.

• Intermediate Excel skills for reporting, reconciliation, and dashboard support.

• Proven ability to collaborate cross-functionally with Program Managers, IT, Sales, Operations, and Warehouse teams.

• Strong written and verbal communication skills.

Additional Requirements

• U.S. Citizenship required due to government contractor work.

Equal Employment Opportunity Statement

Gravity IT Resources is an Equal Opportunity Employer. We are committed to creating an inclusive environment for all employees and applicants. We do not discriminate on the basis of race, color, religion, sex (including pregnancy, sexual orientation, or gender identity), national origin, age, disability, genetic information, veteran status, or any other legally protected characteristic. All employment decisions are based on qualifications, merit, and business needs.

To Apply for this Job Click Here

Equal Employment Opportunity Statement
Gravity IT Resources is an Equal Opportunity Employer. We are committed to creating an inclusive environment for all employees and applicants. We do not discriminate on the basis of race, color, religion, sex (including pregnancy, sexual orientation, or gender identity), national origin, age, disability, genetic information, veteran status, or any other legally protected characteristic. All employment decisions are based on qualifications, merit, and business needs.