Remote Business Process Consultant (VA ESOM)

Kentro • UNAVAILABLE, UNAVAILABLE

8d • Remote

About The Position

Kentro is hiring a Remote Business Process Consultant to support the VA ESOM contract. The Business Process Consultant (BPC) / Business Analyst (BA) serves as the primary bridge between VA business stakeholders and ESOM ServiceNow delivery teams. Working across ITSM, CSM, ITOM, and the VA ESM platform, the role elicits and translates complex process requirements into platform solutions, manages the product backlog with Scrum Masters and developers, and ensures delivered capabilities align with validated business outcomes. The role supports Eastern Time working hours and can be performed remotely within the United States.

The anticipated base salary range is $125,000–$145,000 annually. Final compensation depends on role requirements, relevant skills, experience, education, certifications, work location, applicable security clearance requirements, market conditions, internal equity, and contract requirements. The job description notes that team members may take on additional responsibilities aligned with customer expectations, business needs, and Kentro’s culture of collaboration and adaptability.

Requirements

• Bachelor’s degree in Computer Science, Engineering, Math, or equivalent; alternatively, 8 years of relevant experience may substitute for the education requirement, for a total of 13+ years of relevant experience.
• At least 5 years of experience as a Business Process Consultant, Business Analyst, or equivalent supporting enterprise IT platforms.
• Hands-on experience with ServiceNow implementations or enhancements across ITSM, CSM, and/or ITOM modules.
• Strong Agile/Scrum experience, including Scrum ceremonies, backlog management, and sprint execution.
• Ability to write clear, testable user stories, acceptance criteria, and functional specifications.
• Experience facilitating requirements workshops and process mapping sessions with senior stakeholders.
• Strong working knowledge of ITIL frameworks and IT service management concepts.
• Excellent verbal and written communication skills, including the ability to translate between business and technical audiences.
• Proficiency with Jira, Confluence, and diagramming tools such as Lucidchart, Visio, or equivalent.
• Must be a U.S. citizen or lawful permanent resident (Green Card).
• Must be willing and able to obtain and maintain Public Trust Clearance.
• Must meet updated ID requirements or be willing and able to update current forms of ID in a timely manner to complete the suitability process.

Nice To Haves

• ServiceNow Certified System Administrator (CSA) or equivalent platform familiarity sufficient to demo and validate configurations.
• Certified Scrum Master (CSM), SAFe, or equivalent Agile certification.
• ITIL Foundation v4 certification or higher.
• Familiarity with CMDB, CSDM, or ITOM service mapping concepts.
• Background in process improvement methodologies such as Lean or Six Sigma.
• Prior experience on federal IT programs or within a VA or DHS enterprise ServiceNow environment.
• Experience supporting enterprise-scale ServiceNow instances with 10,000+ users.

Responsibilities

• Partner with VA stakeholders, product owners, and platform teams to elicit, document, and prioritize requirements across ITSM, CSM, ITOM, SPM, and platform operations.
• Lead process discovery and gap analysis sessions, producing process maps, user stories, and acceptance criteria suitable for sprint execution.
• Manage the product backlog in collaboration with the Scrum Master and development team, ensuring stories are well-defined and sprint-ready.
• Participate in Scrum ceremonies, including sprint planning, daily standups, sprint reviews, and retrospectives, representing the business perspective.
• Translate business processes into functional specifications, workflow diagrams, and ServiceNow configuration requirements.
• Validate delivered solutions against acceptance criteria and facilitate UAT with VA business stakeholders.
• Identify process optimization and platform-native automation opportunities within the VA ESM ServiceNow environment.
• Advise stakeholders as a ServiceNow subject matter expert on platform-native solutions versus custom development.
• Manage and communicate project status, risks, and dependencies to technical and non-technical audiences.
• Contribute to BA standards, templates, and documentation practices to support program-wide quality and consistency.

Benefits

• Paid time off.
• Healthcare benefits.
• Supplemental benefits.
• 401(k) with employer match.
• Discount perks and rewards.
• Education reimbursement for certifications, degrees, or professional development.
• Flexibility to take courses, complete certifications, or pursue professional growth and networking.
• Virtual and in-person activities, including happy hours, holiday events, fitness and wellness events, and annual celebrations.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level