ServiceNow Customer Experience (CX) Lead (VA ESOM)

Kentro

8d•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 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. Location: This position can be performed remotely within the United States and will support Eastern Time working hours.

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

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.