ServiceNow System Administrator

ServiceNow Ticket Manager

We are seeking an experienced ServiceNow Ticket Manager to oversee and manage ServiceNow ticket workflows related to computer fulfillment, returns, and asset lifecycle tracking.

This role bridges the gap between customer ServiceNow environments and our internal system, ensuring operational excellence, data integrity, and SLA compliance across every phase of the fulfillment lifecycle.

The ideal candidate is detail-oriented, thrives in a fast-paced environment, and is passionate about process improvement and system integration.

• Key Responsibilities:
• 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 our 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.
• Collaborate with the Program Manager to review SLA compliance reports, backlog risks, and performance KPIs on a regular cadence.
• Inventory Control and Lifecycle Tracking:
• 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.
• Continuous Improvement & Process Feedback:
• Provide ongoing feedback to our 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. Required Skills and Qualifications
• 3+ years of hands-on experience with ServiceNow (ITSM, Asset Management, or Fulfillment modules).
• Familiarity with ERP systems and asset tracking/inventory platforms.
• Strong understanding of IT fulfillment, device lifecycle processes, and asset returns management.
• Proven ability to work cross-functionally with program management, IT, sales, and warehouse teams.
• Experience with SLA monitoring, reporting, and issue escalation protocols.
• Exceptional attention to detail and process accuracy.
• Intermediate Excel skills for custom reporting and dashboard creation.
• Strong communication skills, including stakeholder updates and documentation creation. Benefits
• Medical, Dental, and Vision Insurance
• 401k with company match
• PTO

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