ServiceNow Certified Technical Architect — Platform/Operations

Kentro

1d•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 ServiceNow Certified Technical Architect to fill a vacant position overseeing the Operations team on our VA ESOM program. In this role, you will provide technical oversight across incident triage, system administration, and change and release management. You will also serve as the primary liaison to ServiceNow's HIWave Support and proactively identify opportunities to improve and automate operational processes, reducing manual load and increasing team efficiency across the program. Location: REMOTE-This position can be performed remotely within the United States and will support Eastern Time working hours.

Requirements

ServiceNow Certified Technical Architect (CTA) or equivalent advanced ServiceNow certification(s).
Experience working with or for government agencies, preferably the Department of Veterans Affairs (VA).
Active T4 Public Trust clearance or the ability to obtain it.
8+ years of experience in ServiceNow development, architecture, and platform governance.
Advanced technical knowledge of ServiceNow core modules (e.g., ITSM, ITOM, ITBM) and familiarity with customizations and integrations.
Proven ability to review and ensure compliance with ServiceNow platform best practices, standards, and policies in a federal environment.
Expertise in troubleshooting ServiceNow incidents and defects, as well as escalation with ServiceNow vendor support (HIWave).
Strong skills in pre-screening and analyzing project demands to assess feasibility, technical complexity, and platform impact.
Experience drafting and implementing workflows, processes, and solutions as a technical architect.
Exceptional interpersonal, written, and verbal communication skills to foster collaboration with distributed teams.
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

Hands-on experience with Agile and/or ITIL frameworks.
Advanced configuration knowledge with the ServiceNow SDLC module.
Familiarity with VA regulations, IT governance models, and software standards.
Advanced problem-solving and analytical skills.
Impactful team player who looks to enable the team toward the end goal.

Responsibilities

Provide technical oversight and architectural leadership across incident triage, system administration, and change and release management functions.
Define and enforce operational standards, runbooks, and configuration baselines to ensure platform stability and compliance with VA governance policies.
Lead architectural reviews of operational changes, assessing platform impact and risk before implementation.
Identify opportunities for process improvements and automations that reduce operational burden and increase throughput across the project.
Serve as the primary liaison to ServiceNow's HIWave Support, assisting platform support developers to submit cases, escalate issues, and troubleshoot complex ServiceNow platform-related challenges.
Provide support for identifying and addressing post-deployment issues or defects identified during testing or live production.
Expertise in troubleshooting ServiceNow incidents and defects and coordinating resolution across operations and development teams.
Act as a technical escalation point for developers, system administrators, and product owners, providing mentorship, guidance, and expertise.
Collaborate with platform and development teams to align operational practices with broader enterprise architecture and delivery goals.
Maintain strong collaborative relationships with internal platform support and development teams, fostering a culture of technical excellence.
Define platform roadmaps and integration patterns in support of long-term operational scalability.
Partner with governance boards and senior stakeholders to surface operational risks and recommend platform enhancements.

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.