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Job Description
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 ITSM Senior Program Analyst for Kentro's VA ESOM (End Point Support and Operations Monitoring) contract, supporting an IT Operations Management (ITOM) delivery team. In this role, you will support IT Service Management (ITSM) programs across the Department of Veterans Affairs, focusing on the analysis, development, and continuous improvement of ITSM and ITOM processes, tools, and performance to align with business goals. You will collaborate with cross-functional teams to enhance the efficiency, quality, and compliance of IT services under frameworks such as ITIL, serving as a liaison between technical delivery teams and business stakeholders.
Location: This position can be performed remotely within the United States and will support Eastern Time working hours.
Responsibilities
Qualifications
Preferred
Clearance Requirement:
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Benefits
The Company
We believe in generating success collaboratively, enabling long-term mission success, and building trust for the next challenge. With you as our partner, let's solve challenges, think innovatively, and maximize impact. As a valued member of our team, you have the unique opportunity to work in a diverse range of technology and business career paths, all while supporting our nation and delivering innovative technology solutions. We are a close community of experts that pride ourselves on creating an environment defined by teamwork, dedication, and excellence.
We hold three ISO certifications (27001:2013, 20000-1:2011, 9001:2015), two CMMI ML 3 ratings (DEV and SVC) and CMMC Level 2 Certification.
Industry Recognition
Growth | Inc 5000's Fastest Growing Private Companies, DC Metro List Fastest Growing; Washington Business Journal: Fastest Growing Companies, Top Performing Small Technology Companies in Greater D.C.
Culture | Northern Virginia Technology Council Tech 100 Honoree; Virginia Best Place to Work; Washington Business Journal: Best Places to Work, Corporate Diversity Index Winner - Mid-Size Companies, Companies Owned by People of Color; Department of Labor's HireVets for our work helping veterans transition; SECAF Award of Excellence finalist; Victory Military Friendly Brand; Virginia Values Veterans (V3); Cystic Fibrosis Foundation Corporate Breath Award
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.
Commitment Equal Opportunity Employment & VEVRAA
Kentro is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to disability, status as a protected veteran or any other status protected by applicable federal, state or local law.
Kentro is strongly committed to compliance with VEVRAA and other applicable federal, state, and local laws governing equal employment opportunity. We have developed comprehensive policies and procedures to ensure our hiring practices align with these requirements.
As part of our VEVRAA compliance efforts, Kentro has established an equal opportunity plan outlining our commitment to recruiting, hiring, and advancing protected veterans. This plan is regularly reviewed and updated to ensure its effectiveness.
We encourage protected veterans to self-identify during the application process. This information is strictly confidential and will only be used for reporting and compliance purposes as required by law. Providing this information is voluntary and will not impact your employment eligibility.
Our commitment to equal employment opportunity extends beyond legal compliance. We are dedicated to fostering an inclusive workplace where all employees, including protected veterans, are treated with dignity, respect, and fairness.
How to Apply
To apply to Kentro Positions- Please click on the job link and then click the blue "Apply" button at the top right of Job Description. Please upload your resume and complete all the application steps. You must fully submit the application for Kentro to consider you for a position. If you need alternative application methods, please email careers@kentro.us and request assistance.
Accommodations
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable Accommodations may be made to enable qualified individuals with disabilities to perform the essential functions. If you need to discuss reasonable accommodations, please email careers@kentro.us .
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 ITSM Senior Program Analyst for Kentro's VA ESOM (End Point Support and Operations Monitoring) contract, supporting an IT Operations Management (ITOM) delivery team. In this role, you will support IT Service Management (ITSM) programs across the Department of Veterans Affairs, focusing on the analysis, development, and continuous improvement of ITSM and ITOM processes, tools, and performance to align with business goals. You will collaborate with cross-functional teams to enhance the efficiency, quality, and compliance of IT services under frameworks such as ITIL, serving as a liaison between technical delivery teams and business stakeholders.
Location: This position can be performed remotely within the United States and will support Eastern Time working hours.
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.
Qualifications
- 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.
Preferred
- 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.
Clearance Requirement:
- 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.
#LI=BK1
Benefits
The Company
We believe in generating success collaboratively, enabling long-term mission success, and building trust for the next challenge. With you as our partner, let's solve challenges, think innovatively, and maximize impact. As a valued member of our team, you have the unique opportunity to work in a diverse range of technology and business career paths, all while supporting our nation and delivering innovative technology solutions. We are a close community of experts that pride ourselves on creating an environment defined by teamwork, dedication, and excellence.
We hold three ISO certifications (27001:2013, 20000-1:2011, 9001:2015), two CMMI ML 3 ratings (DEV and SVC) and CMMC Level 2 Certification.
Industry Recognition
Growth | Inc 5000's Fastest Growing Private Companies, DC Metro List Fastest Growing; Washington Business Journal: Fastest Growing Companies, Top Performing Small Technology Companies in Greater D.C.
Culture | Northern Virginia Technology Council Tech 100 Honoree; Virginia Best Place to Work; Washington Business Journal: Best Places to Work, Corporate Diversity Index Winner - Mid-Size Companies, Companies Owned by People of Color; Department of Labor's HireVets for our work helping veterans transition; SECAF Award of Excellence finalist; Victory Military Friendly Brand; Virginia Values Veterans (V3); Cystic Fibrosis Foundation Corporate Breath Award
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.
Commitment Equal Opportunity Employment & VEVRAA
Kentro is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to disability, status as a protected veteran or any other status protected by applicable federal, state or local law.
Kentro is strongly committed to compliance with VEVRAA and other applicable federal, state, and local laws governing equal employment opportunity. We have developed comprehensive policies and procedures to ensure our hiring practices align with these requirements.
As part of our VEVRAA compliance efforts, Kentro has established an equal opportunity plan outlining our commitment to recruiting, hiring, and advancing protected veterans. This plan is regularly reviewed and updated to ensure its effectiveness.
We encourage protected veterans to self-identify during the application process. This information is strictly confidential and will only be used for reporting and compliance purposes as required by law. Providing this information is voluntary and will not impact your employment eligibility.
Our commitment to equal employment opportunity extends beyond legal compliance. We are dedicated to fostering an inclusive workplace where all employees, including protected veterans, are treated with dignity, respect, and fairness.
How to Apply
To apply to Kentro Positions- Please click on the job link and then click the blue "Apply" button at the top right of Job Description. Please upload your resume and complete all the application steps. You must fully submit the application for Kentro to consider you for a position. If you need alternative application methods, please email careers@kentro.us and request assistance.
Accommodations
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable Accommodations may be made to enable qualified individuals with disabilities to perform the essential functions. If you need to discuss reasonable accommodations, please email careers@kentro.us .
group id: 10484831