HAM ServiceNow Operations and Customer Experience Lead

Kentro

9d • Remote

About The Position

Thank you for considering IT Concepts dba Kentro, where innovation drives opportunity and collaboration leads to success. Our dynamic community of experts is fully committed to advancing our customers' missions, fostering professional growth, and making a positive impact on our communities.
By joining our supportive community, you will find that Kentro is dedicated to your personal and professional development. Together, we can drive meaningful change, spark innovation, and achieve extraordinary milestones.
Kentro is hiring for an experienced and collaborative HAM ServiceNow Operations and Customer Experience Lead to lead a team of two Junior Analysts supporting the Department of Veterans Affairs ServiceNow Hardware Asset Management (HAM) implementation. This role is responsible for establishing and maintaining the standard operating procedures (SOPs) that govern Tier 1 case management, ensuring consistent, high-quality support to Supply Chain Management and IT stakeholders. Beyond day-to-day team oversight, this manager will serve as a key voice of the customer, synthesizing case trends, Voice of the Customer (VoC) survey data, and lessons learned into actionable continuous improvement recommendations in close collaboration with VA Product Owners and the Project Lead. The ideal candidate is an organized, people-centered leader who brings both operational discipline and a strategic mindset to service delivery.
Location:This position can be performed remotely within the United States and will support Eastern Time working hours.

Requirements

• Must be US Citizen or Green Card Holder.
• Must be able to obtain and maintain a Public Trust clearance.
• Bachelor’s degree in computer science, business, information systems, or related field (10 years of additional relevant experience may be substituted for education).
• 8+ years of experience in IT support or help desk operations or with at least 1 years in a supervisory or team lead, or mentor capacity.
• Experience supporting IT asset management solutions.
• Hands-on experience with ServiceNow, including the HAM module.
• Demonstrated experience developing or managing SOPs for a help desk or customer support function.
• Strong analytical skills with the ability to interpret case data and survey feedback and translate findings into actionable recommendations.
• Excellent verbal and written communication skills, including experience presenting findings and recommendations to leadership and cross-functional stakeholders.
• Proven ability to build collaborative relationships across teams and work effectively with government clients and product owners.

Nice To Haves

• Experience working in federal or compliance-driven environments strongly preferred.
• Experience managing or leading a Tier 1 or Tier 2 IT help desk team supporting a federal client.
• Familiarity with Voice of the Customer methodologies, customer satisfaction measurement, or user experience research.
• Experience with continuous improvement frameworks such as Lean, Six Sigma, or ITIL.
• ServiceNow Certified System Administrator (CSA) or HAM certification, or willingness to obtain.
• IAITAM Certified Hardware Asset Management Professional (CHAMP) or equivalent certification.
• Experience supporting or collaborating with Supply Chain Management stakeholders in an asset management context.

Responsibilities

• Directly supervise two subcontractors/Junior Analysts, providing regular feedback and providing prioritization decisions.
• Foster a customer-first team culture grounded in responsiveness, accuracy, and professionalism.
• Conduct regular one-on-ones and team check-ins to monitor workload, morale, and performance against service standards.
• Identify training needs and coordinate skill development opportunities related to ServiceNow HAM, customer service, and case management best practices.
• Develop, document, and maintain comprehensive SOPs governing all aspects of Tier 1 HAM help desk operations, including ticket intake, categorization, escalation criteria, and resolution workflows.
• Ensure SOPs are communicated, understood, and consistently applied by all team members.
• Periodically review and update SOPs to reflect changes in platform functionality, stakeholder needs, or lessons learned.
• Establish and enforce documentation standards to ensure ticket records are complete, accurate, and audit-ready.
• Design and maintain reporting standards for Tier 1 case management metrics, including ticket volume, resolution times, escalation rates, and SLA adherence.
• Regularly analyze case data responses to identify emerging trends, recurring issues, and systemic gaps in HAM platform adoption or user understanding.
• Compile and present trend reports and lessons learned to project leadership and cross-functional team members on a defined cadence.
• Collaborate with team leaders across the project to share insights and align on operational priorities.
• Administer, collect, and analyze pre- and post-implementation VoC surveys from Supply Chain Management and IT stakeholders.
• Synthesize VoC findings with case management trends to develop a holistic picture of the end-user experience.
• Translate combined insights into prioritized, actionable continuous improvement recommendations.
• Partner with VA Product Owners and the Project Lead to present recommendations, align on priorities, and track the implementation of improvement initiatives.
• Establish a feedback loop to measure the impact of implemented improvements and adjust priorities accordingly.

Benefits

• We offer competitive benefits package including paid time off, healthcare benefits, supplemental benefits, 401k including an employer match, discount perks, rewards, and more.
• We invest in our employees – Every employee is eligible for education reimbursement for certifications, degrees, or professional development. Reimbursement amounts may fluctuate due to IRS limitations.
• We work hard; we play hard. Kentro is committed to incorporating fun into every day. We dedicate funds for activities – virtual and in-person – e.g., we host happy hours, holiday events, fitness & wellness events, and annual celebrations. In alignment with our commitment to our communities, we also host and attend charity galas/events. We believe in appreciating your commitment and building a positive workspace for you to be creative, innovative, and happy.

What This Job Offers

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