Business Process Consultant (VA ESOM)

Overview

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Kentro is hiring for a Business Process Consultant to support our Veterans Affairs ESOM contract.

The Business Process Consultant (BPC) serves as the primary bridge between VA business stakeholders and the ESOM ServiceNow delivery teams. Working across ITSM, CSM, ITOM, and the VA ESM platform, this role is responsible for eliciting and translating complex process requirements into well-defined platform solutions, managing the product backlog in partnership with Scrum Masters and developers, and ensuring delivered capabilities align with validated business outcomes. The ideal candidate brings 5-8 years of business analysis experience in enterprise ServiceNow environments and a working knowledge of ITIL frameworks, VA IT service management practices, and Agile delivery.

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

Salary Range: The salary for this position is between $120,000 - $130,000 annually. Factors affecting pay within this range may include geography/market, skills, education, experience, and other qualifications of the successful candidate.

Responsibilities

• Partner with VA stakeholders, product owners, and platform teams to elicit, document, and prioritize requirements across ServiceNow ITSM, ITOM, SPM, and platform operations.
• Lead process discovery and gap analysis sessions, producing clear process maps, user stories, and acceptance criteria suitable for sprint execution.
• Own and manage the product backlog in collaboration with the Scrum Master and development team, ensuring stories are well-defined and sprint-ready.
• Actively participate in all Scrum ceremonies including sprint planning, daily standups, sprint reviews, and retrospectives, representing the business perspective throughout.
• Translate business processes into functional specifications, workflow diagrams, and ServiceNow configuration requirements.
• Validate delivered solutions against defined acceptance criteria and facilitate UAT with VA business stakeholders.
• Identify opportunities for process optimization and platform-native automation within the VA ESM ServiceNow environment.
• Serve as a subject matter expert (SME) on ServiceNow capabilities, advising stakeholders on platform-native solutions versus custom development.
• Manage and communicate project status, risks, and dependencies across both technical and non-technical audiences.
• Contribute to BA standards, templates, and documentation best practices in support of program-wide quality and consistency.

Qualifications

• Bachelor's degree in Computer Science, Engineering, Math, or equivalent. 8 years of relevant experience may be substituted for the education requirement for a total of 13+ years of relevant experience.
• 5 years of experience as a Business Process Consultant, Business Analyst, or equivalent role supporting enterprise IT platforms.
• Hands-on experience working on ServiceNow implementations or enhancements across ITSM, SPM, and/or ITOM modules.
• Strong Agile/Scrum experience including active participation in Scrum ceremonies, backlog management, and sprint execution.
• Proven ability to write clear, testable user stories, acceptance criteria, and functional specifications.
• Experience facilitating requirements workshops and process mapping sessions with senior stakeholders.
• Strong working knowledge of ITIL frameworks and IT service management concepts.
• Excellent verbal and written communication skills with demonstrated ability to translate between business and technical audiences.
• Proficiency with tools such as Jira, Confluence, and diagramming tools (Lucidchart, Visio, or equivalent).
• Ability to obtain and maintain a VA Public Trust clearance.

Preferred Qualifications

• ServiceNow Certified System Administrator (CSA) or equivalent platform familiarity sufficient to demo and validate configurations.
• Certified Scrum Master (CSM), SAFe, or equivalent Agile certification.
• ITIL Foundation v4 certification or higher.
• Familiarity with CMDB, CSDM, or ITOM service mapping concepts.
• Background in process improvement methodologies such as Lean or Six Sigma.
• Prior experience on federal IT programs or within a VA or DHS enterprise ServiceNow environment.
• Experience supporting enterprise-scale ServiceNow instances (10,000+ users).

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.