ServiceNow Employee Center Lead (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 seeking a ServiceNow Employee Center Lead Consultant to serve as the primary workstream lead for an Employee Center build-out on a large-scale federal engagement with the Department of Veterans Affairs. This is a greenfield implementation — the VA's Employee Center is being stood up from scratch — and the person in this role will own end-to-end delivery from discovery through deployment. This role requires someone who can operate at two levels simultaneously: hands-on ServiceNow configuration expertise in Employee Center Pro, and the workstream leadership skills to drive stakeholder alignment, manage dependencies across a complex platform program, and keep delivery on track. You will be the face of the Employee Center workstream to VA stakeholders and a key delivery partner to the broader Kentro platform team. This role supports Kentro’s ServiceNow platform program at the Department of Veterans Affairs. The program operates under an Enterprise Service Operations and Management (ESOM) model and spans a broad platform scope including ITSM, HRSD, CMDB, and Employee Experience. The Employee Center workstream is a high-visibility initiative directly tied to improving how VA employees access services and information across the enterprise. Kentro employees on this program work within a collaborative, multi-vendor environment and are expected to represent Kentro’s delivery standards with professionalism and technical credibility. Location: This position can be performed remotely within the United States and will support Eastern Time working hours.

Requirements

10+ years of ServiceNow implementation experience, with at least 2 years specifically in Employee Center or Service Portal development
Bachelor’s degree in Engineering, Computer Science, or related scientific / technical discipline. An additional 8 years of relevant experience can be substituted for the degree requirement for a total of 18+ YOE.
Demonstrated experience leading a ServiceNow workstream or functional area within a larger platform program
Hands-on proficiency in Employee Center Pro configuration: topic pages, campaigns, content targeting, branding, and service catalog integration
Strong understanding of ServiceNow Knowledge Management, the Now Platform UX framework, and foundational ITSM/HRSD data models
Experience working directly with client stakeholders to gather requirements, facilitate workshops, and drive consensus on design decisions
Ability to produce clear written deliverables — design documents, sprint plans, status reports — appropriate for a federal program 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 ServiceNow certifications (CSA required; CIS-HRSD, CIS-ITSM, or Employee Experience certifications strongly preferred)
Prior experience on federal civilian or VA programs, particularly in an IT modernization or ESOM context
Familiarity with Agile/SAFe delivery methodologies and working within a scaled platform program structure
Experience with Section 508 compliance testing and accessible UX design on the Now Platform
Background in knowledge management strategy, content governance, or information architecture
Exposure to integration patterns connecting Employee Center with external HR systems of record or identity providers

Responsibilities

Own the Employee Center workstream from discovery through deployment, serving as the primary point of contact for VA stakeholders and internal platform teams
Lead discovery sessions and requirements workshops to capture employee self-service needs across HR, IT, facilities, and other VA service domains
Architect and configure Employee Center Pro experiences including topic pages, campaigns, content targeting, portal branding, and service catalog integrations
Coordinate with HRSD, ITSM, and CMDB workstreams to ensure the portal experience aligns with underlying process and data models
Develop and maintain workstream plans, milestone tracking, risk logs, and status reporting cadences for program leadership and VA stakeholders
Facilitate design reviews, sprint ceremonies, and UAT sessions with VA product owners and end users
Drive knowledge base strategy and content governance in partnership with VA content owners
Identify and escalate blockers, scope changes, and dependency risks to the Program Manager in a timely manner
Mentor junior developers and administrators embedded in the Employee Center workstream
Ensure all portal deliverables meet Section 508 accessibility requirements and applicable VA digital standards

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.