Remote Process Analyst (VA ESOM)

Kentro • Remote,

1d • Remote

About The Position

Kentro is hiring for a remote Process Analyst to support our Veterans Affairs ESOM contract. The Process Analyst focuses on evaluating, documenting, and improving the operational processes underlying the SCM, CMDB, and Change Control workstreams being transitioned to the Endpoint Support and Operations Monitoring (ESOM) contract. This role is responsible for mapping current-state processes, identifying inefficiencies, and supporting the development of to-be process documentation that will guide transition execution and long-term governance.

Requirements

• 5+ years of process analysis or business process management experience on federal IT contracts.
• Bachelor's degree in Computer Science, Engineering, Math, or equivalent. An additional 8 years of relevant experience may be substituted for the education requirement for a total of 13+ years of relevant experience.
• Demonstrated experience mapping and documenting IT operational processes (ITSM, CMDB, or Change Management preferred).
• Ability to identify root causes of process failures and develop actionable improvement recommendations.
• Strong documentation skills; experience producing process flows, standard operating procedures, and transition guides.
• US Citizen or Green card holder
• Willing and able to obtain and maintain Public Trust Clearance
• Must meet updated ID requirements: https://www.gsa.gov/technology/it-contract-vehicles-and-purchasing-programs/federal-credentialing-services/get-appointment-help/bring-required-documents
• If you do not currently meet the ID requirements outlined, you must be willing and able to update your current forms of ID in a timely manner to complete the suitability process successfully.

Nice To Haves

• Experience with ServiceNow process configuration or SPM workflow design.
• Prior work on VA IT programs or federal agency ITSM transitions.
• ITIL 4 Foundation certification or equivalent.
• Experience facilitating process workshops or structured stakeholder elicitation sessions.

Responsibilities

• Gather, compile, and analyze business process data related to IT systems and the business functions that depend on them.
• Map and document current-state SCM, CMDB, and Change Control processes, identifying gaps, redundancies, and risk areas.
• Develop to-be process documentation in narrative, graphic, and oral formats to support transition planning and stakeholder alignment.
• Identify trends, errors, and missing data within operational process documentation and datasets.
• Collaborate with architects, business analysts, and the PM to ensure process designs are aligned with ServiceNow platform capabilities.
• Support the development of governance standards, operational runbooks, and process improvement recommendations.
• Present process findings and proposed improvements clearly to both technical and non-technical audiences.

Benefits

• paid time off
• healthcare benefits
• supplemental benefits
• 401k including an employer match
• discount perks
• rewards
• education reimbursement for certifications, degrees, or professional development
• funds for activities – virtual and in-person – e.g., we host happy hours, holiday events, fitness & wellness events, and annual celebrations.
• charity galas/events

What This Job Offers

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