Performance

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 across both Demand/Intake and Monitoring/Performance functions. This full-time role addresses a critical gap identified by the client: current part-time coverage across these two areas has left the broader architect team stretched thin. You will evaluate incoming demands while also maintaining oversight of platform performance and health, ensuring that new work entering the pipeline does not compromise platform stability. 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

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.
Ensure incoming demands align with the overall health and performance posture of the platform, flagging potential conflicts before they become delivery risks.
Conduct code reviews of Distributed Development team deliverables prior to entry into the SDLC, ensuring adherence to government-mandated technical standards and VA platform governance policies.
Oversee performance monitoring activities, identifying degradation trends and partnering with operations teams to address root causes.
Maintain platform health baselines and use monitoring data to inform intake decisions and architectural guidance.
Provide technical leadership ensuring platform architecture aligns with ITSM, ITOM, and other ServiceNow modules.
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.
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.