• analyse existing IT and operational processes • lead workshops & requirements sessions • design target architectures (ITOM, CMDB, CSDM, Asset Management) • provide strategic advice to clients on platform & process design • implement solutions hands-on or lead implementation teams • act as a trusted advisor to business units & IT leadership

• analysierst bestehende IT- und Betriebsprozesse • leitest Workshops & Requirement Sessions • konzipierst Zielarchitekturen (ITOM, CMDB, CSDM, Asset Management) • beratst Kunden strategisch zu Plattform- & Prozessdesign • setzt Lösungen hands-on um oder führst Implementierungsteams • agierst als Trusted Advisor für Fachbereiche & IT-Leitung

• 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