ServiceNow Certified Technical Architect (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.
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 support our VA ESOM program in a dedicated, full-time Demand/Intake capacity. Previously a part-time function, the client has identified this role as critical enough to warrant full-time coverage. You will serve as the primary technical authority embedded within the Demand team, evaluating incoming requests with architectural rigor before they become actionable stories or projects. You will also engage directly with associated development teams to advise on complex backlog items, bridging intake assessment with downstream delivery execution.
Location: 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).
• Bachelor's degree in Engineering, mathematics, business administration. An additional 8 years of experience may be substituted for the educational requirement for a total of 16+ years of experience.
• 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

• Lead demand pre-screening activities, including reviewing work required, definition of done, readiness of project requirements, and technical complexity.
• Validate that technical requirements are complete and align with VA guidelines and ServiceNow platform standards before work enters the delivery pipeline.
• Conduct thorough reviews of code created by Distributed Development teams prior to entry into the Software Development Life Cycle (SDLC), ensuring accuracy, completeness, and adherence to government-mandated technical standards.
• Validate compliance with ServiceNow best practices and VA platform governance policies across all reviewed deliverables.
• Flag scope risk and customization concerns early, ensuring only well-defined, architecturally sound work becomes actionable.
• Advise development teams on complex backlog items, providing architectural direction to unblock delivery and maintain design integrity.
• Act as a technical escalation point for developers and product owners, providing mentorship, guidance, and expertise.
• Collaborate with product owners and development teams to address roadblocks, offer strategic recommendations, and ensure alignment with overall enterprise architecture.
• Maintain strong collaborative relationships with internal platform support and development teams, fostering a culture of technical excellence.
• Design end-to-end enterprise-grade ServiceNow solutions aligned to business needs, integrations, and organizational strategy.
• Partner with governance boards and senior stakeholders to analyze business processes and recommend platform enhancements.
• Assist platform support developers in submitting cases, escalating issues, and troubleshooting complex ServiceNow platform challenges through HIWave Support.
• Provide support for identifying and addressing post-deployment issues or defects identified during testing or live production.

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.

What This Job Offers

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