• 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 • 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

• Lead end-to-end delivery of ServiceNow AI & automation initiatives • Manage projects involving: Now Assist Virtual Agent Predictive Intelligence Agentic AI • Collaborate with business, platform, and AI/ML teams to define scope and execution plans • Own project planning, timelines, risk management, dependencies, and reporting • Drive AI adoption, change management, and business value realization • Manage cross-functional teams and external vendors • Ensure quality and timely delivery of projects • Ensure compliance with ServiceNow governance, security, and best practices

• Design, develop, and configure AI-driven solutions on the ServiceNow platform • Implement use cases using: Now Assist Virtual Agent Predictive Intelligence Agentic AI • Customize workflows, business rules, scripts, and conversational flows • Troubleshoot, optimize, and enhance performance of AI-powered applications • Collaborate closely with functional, technical, and platform teams • Ensure adherence to ServiceNow development best practices and governance standards

• Lead the development effort within their workstream • Recommend technical designs and develop solutions for complex user stories • Assign user stories to mid-level developers and system administrators and provide guidance as needed • Work independently on assigned tasks for the end-to-end ServiceNow implementation for the client • Design and develop solutions within the ServiceNow platform • Conduct workshops with clients to articulate the value of ServiceNow solutions and solicit feedback • Provide expert-level support and technical mentoring to stakeholders • Manage platform and infrastructure to ensure smooth operation of Project and Portfolio Management processes • Collaborate with functional teams and lead technical solution design sessions for designated work area(s) • Contribute to process improvement and documentation • Perform advanced troubleshooting, bug fixes, and root cause analysis