ServiceNow Customer Experience (CX) Lead (VA ESOM)
About The Position
Kentro is hiring an experienced ServiceNow Customer Experience (CX) Lead for Kentro’s VA ESOM-End Point Support and Operations Monitoring contract across the United States. This role is responsible for driving the customer experience strategy for the ServiceNow platform while ensuring demand management, platform adoption, and service delivery align with the VA's mission needs. The CX Lead will work closely with platform teams, product owners, and business stakeholders to manage demand intake, improve the end-to-end customer journey, and ensure ServiceNow capabilities are effectively leveraged across the team. This role combines customer experience leadership, ServiceNow platform knowledge, and organizational change management (OCM) expertise to drive continuous improvement and adoption of enterprise service management capabilities.
Requirements
- Bachelor's degree in Engineering, Computer Science, or related scientific or technical discipline; an additional 8 years of relevant experience may be substituted for the educational requirement for a total of 18+ YOE
- 10+ years in customer experience, organizational change management, or IT service management
- Experience supporting ServiceNow platform operations, demand management, or service delivery.
- Familiarity with ServiceNow Demand Management and SDLC processes.
- Strong project and stakeholder management skills; PMP or equivalent preferred.
- Experience implementing OCM methodologies (ADKAR, Kotter, Prosci, or equivalent).
- Excellent communication and stakeholder engagement skills in a federal contractor environment.
- 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
- Active federal security clearance or public trust
- Experience in a federal IT environment
- Advanced problem-solving and analytical skills
- Impactful team player who looks to enable the team to the end goal
Responsibilities
- Manage Demand Evaluation and Prioritization, ensuring intake requests are properly assessed, aligned with platform strategy, and routed to the appropriate delivery teams.
- Lead CX and OCM workstreams, coordinating cross-functional teams to improve platform adoption, usability, and service delivery.
- Drive strategic VA Enterprise Service Management (ESM) initiatives, including platform migrations, process improvements, and governance reviews.
- Provide guidance and support to Distributed Development teams on ServiceNow Demand and SDLC processes.
- Develop and maintain a CX strategy aligned with VA and ESM leadership direction.
- Analyze and improve end-to-end customer journeys to enhance usability and service effectiveness.
- Produce and present executive-level briefings and stakeholder reports to ESM leadership.
- Identify demand bottlenecks and process improvement opportunities, escalating risks, and recommending solutions.
Benefits
- paid time off
- healthcare benefits
- supplemental benefits
- 401k including an employer match
- discount perks
- rewards
- education reimbursement for certifications, degrees, or professional development
- flexibility for you to take a course, complete a certification, or other professional growth and networking
- funds for activities – virtual and in-person – e.g., we host happy hours, holiday events, fitness & wellness events, and annual celebrations
- host and attend charity galas/events
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What This Job Offers
Job Type
Full-time
Career Level
Senior
