Sr. Program Analyst - ITSM (VA ESOM)

Kentro

15h • Remote

About The Position

Kentro is seeking an experienced ITSM Senior Program Analyst for their VA ESOM (End Point Support and Operations Monitoring) contract, supporting an IT Operations Management (ITOM) delivery team. This role involves supporting IT Service Management (ITSM) programs across the Department of Veterans Affairs. The focus will be on the analysis, development, and continuous improvement of ITSM and ITOM processes, tools, and performance to align with business goals. The analyst will collaborate with cross-functional teams to enhance the efficiency, quality, and compliance of IT services under frameworks such as ITIL, acting as a liaison between technical delivery teams and business stakeholders. This position is remote within the United States and requires support for Eastern Time working hours.

Requirements

• Bachelor's degree in Computer Science, Engineering, Math, or equivalent and 10 years of relevant experience.
• 8 years of additional relevant experience may be substituted for education.
• Strong knowledge of the ITIL framework.
• Experience with ITSM platforms such as ServiceNow or similar tools.
• Proficiency in data analysis, performance measurement, and reporting.
• Excellent communication, problem-solving, and stakeholder management skills.
• Demonstrated ability to manage multiple priorities in a fast-paced environment.
• Ability to obtain public trust clearance.

Nice To Haves

• ITIL v4 certification.
• Active federal security clearance or public trust.
• Experience in a federal IT environment, particularly supporting the Department of Veterans Affairs.
• Hands-on or functional experience with ServiceNow ITOM capabilities, including Discovery, Service Mapping, Event Management, and CMDB.
• Experience with enterprise-level IT transformation or modernization initiatives.
• Familiarity with Agile and DevOps methodologies.
• Knowledge of automation, AI, or self-service capabilities in ITSM.

Responsibilities

• Assist Program Managers in leading the design, implementation, and continuous improvement of ITSM processes, including Incident, Problem, Change, Request, and Knowledge Management.
• Serve as a liaison between IT and business units for ITSM initiatives, ensuring effective integration of business needs with technical solutions.
• Assist in the development and delivery of performance metrics, dashboards, and reports to measure service quality, efficiency, and SLA compliance.
• Analyze service data to identify trends, patterns, and improvement opportunities that guide strategic decision-making.
• Assist in the management of ITSM tool configuration and enhancements (e.g., ServiceNow) to support process automation and user experience improvements.
• Support ServiceNow IT Operations Management (ITOM) initiatives, including CMDB health, Discovery, Service Mapping, and Event Management, to improve infrastructure visibility and service reliability.
• Support audits and compliance activities related to IT governance, risk, and control frameworks, ensuring alignment with federal security standards.
• Help lead training and documentation efforts, including the development of SOPs and runbooks, to promote best practices in IT service delivery and process adoption.
• Collaborate with teams across infrastructure, cybersecurity, and application management to ensure service continuity and consistent process execution.
• Support change management processes for platform updates and modifications.
• Coordinate with architects and developers on configuration standards and platform governance.

Benefits

• competitive benefits package including paid time off, healthcare benefits, supplemental benefits, 401k including an employer match, discount perks, rewards, and more.
• 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.

What This Job Offers

• Career Level: Senior