• You advise clients on Governance, Risk & Compliance (GRC) strategies. • You lead workshops with business units and risk & security stakeholders. • You analyze current (as-is) processes and develop target-state visions and roadmaps. • You design and implement ServiceNow GRC / IRM / SecOps solutions. • You manage sub-projects or entire workstreams. • You act as a trusted advisor to stakeholders up to management level. • You support pre-sales and proposal phases with your expertise. • Typical topics with us: Integrated Risk Management (IRM); GRC Policy & Compliance Management; Risk & Control Frameworks; Third-Party / Vendor Risk; IT & Cyber Risk; Security Operations (SecOps); automation of governance and control processes with ServiceNow.

• 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