Sr. Program Analyst - ITSM (VA ESOM)

Kentro

9d • 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 Sr. Program Analyst - ITSM to support our VA-ESOM- End Point Support and Operations Monitoring contract across the United States. The VA is responsible for providing comprehensive onsite and remote support to IT customers across all VA Administrations and special program offices, including direct support of over 340,000 VA employees and thousands of contractors who use government-furnished IT equipment and infrastructure. The VA provides support staff across 100+ CONUS and OCONUS locations, including difficult-to-accommodate locales, such as high cost of living or under-supported economic areas, where VA offices or facilities may be located and require onsite services.
The Senior Program Analyst position supports IT Service Management (ITSM) programs across the Department of Veteran’s Affairs. This role focuses on analyzing, developing, and improving ITSM processes, tools, and performance to align with business goals. The analyst works closely with cross-functional teams to enhance the efficiency, quality, and compliance of IT services under frameworks such as ITIL.
Location: This position can be performed remotely within the United States and will support Eastern Time working hours.

Requirements

• Bachelor’s degree in Computer Science, Engineering, Math, or equivalent (8 years of additional relevant experience for a total of 18 years+ may be substituted for education).
• 10 years of experience in IT service management, program analysis, or process improvement may substitute for degree.
• Strong knowledge of ITIL framework (ITIL v4 certification preferred).
• 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.
• 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

• 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.
• Strong analytical and critical-thinking skills with attention to detail.

Responsibilities

• Assist Program Managers in leading the design, implementation, and continuous improvement of ITSM processes (e.g., 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.
• Assist in the analysis of service data to identify trends, patterns, and improvement opportunities to 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 audits and compliance activities related to IT governance, risk, and control frameworks.
• Help lead training and documentation efforts 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.

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.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level