Remote Technical ServiceNow Project Manager (VA ESOM)

Kentro

2d•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. Our transition to Kentro in 2025 reflects a rich legacy built upon the foundation of IT Concepts. Rather than leaving ITC behind, we confidently embrace a future centered around the Core of More. 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 seeking an experienced ServiceNow Technical Project Manager to oversee the Department of Veterans Affairs’ ServiceNow ITSM module and overall ServiceNow platform operations. This role is responsible for leading cross-functional delivery teams (including Scrum Masters, Business Analysts, Administrators, and other technical contributors), ensuring effective execution of ITSM enhancements, platform optimization, incident triage, change management, monitoring/performance improvements, and governance. The Technical PM will serve as a strategic bridge between technical teams and stakeholders, applying Agile principles and ITIL best practices to deliver high-quality outcomes across the ServiceNow environment. Location: Remote within the United States supporting ET working hours.

Requirements

Bachelor’s degree in Computer Science, Engineering, Information Systems, or related technical field (or equivalent experience).
10+ years of professional experience in IT or project management, with at least 7 years of hands-on experience managing ServiceNow platform initiatives, including ITSM modules and platform operations.
Proficiency with ServiceNow platform with deep knowledge of ITSM modules (Incident, Problem, Change, Request, Knowledge) and familiarity with CMDB and performance/monitoring tools.
ServiceNow CSA (Certified System Administrator)
Demonstrated experience leading Agile teams in an enterprise environment; familiarity with Scrum, Kanban, or hybrid methodologies.
Strong understanding of ITIL best practices and how they apply to service delivery and support workflows.
Proven ability to manage competing priorities, define project governance, and drive cross-team collaboration.
Exceptional verbal and written communication skills with the ability to translate technical concepts for non-technical stakeholders.
Experience in federal government environment
US Citizen or Green card holder
Willing and able to get a Public Trust Suitability clearance
Must meet updated ID requirements: Bring required documents | GSA
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

Additional ServiceNow Certifications (e.g., CIS-ITSM, Implementation Specialist).
Agile Scrum Certifications (CSM, Advanced-CSM).
Familiarity with platform integration approaches (REST/SOAP APIs, MID Server).
Familiarity with federal IT governance frameworks and compliance (e.g., FISMA, NIST guidance) is a plus.

Responsibilities

Lead and coordinate planning, execution, and delivery of ServiceNow ITSM projects and platform operations.
Oversee multiple scrum teams (Scrum Masters, BAs, developers, admins) to ensure cohesive and timely delivery of features, updates, and operational improvements.
Serve as the primary technical point of contact for the ITSM module (Incident, Problem, Change, Knowledge, Request Management) and other ServiceNow Platform services.
Manage and prioritize the backlog, scope changes, risks, and dependencies across interconnected workstreams.
Collaborate with platform administrators on ongoing operations including incident triage, change management coordination, performance monitoring, and SLA/OLA tracking.
Oversee platform lifecycle activities, including release coordination, upgrades, and operational readiness to ensure platform stability and alignment with organizational priorities.
Facilitate performance reporting, metrics tracking, and dashboards to provide visibility into ITSM effectiveness and platform health.
Establish and drive platform governance, best practices, standards, and operational metrics to support consistent delivery and continuous improvement.
Facilitate Agile ceremonies, release planning, sprint reviews, and retrospectives with distributed teams.
Communicate status, escalations, risks, and performance to stakeholders and leadership, including recommendations for mitigation and refinement strategies.
Ensure alignment with ITIL v3/v4 principles and VA standards for service delivery and platform stability.
Mentor and support team members to strengthen technical and operational capabilities within the ServiceNow ecosystem.

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 want you to grow as an expert and a leader and offer flexibility for you to take a course, complete a certification, or other professional growth and networking.
We are committed to supporting your curiosity and sustaining a culture that prioritizes commitment to continuous professional development.
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.