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Role Description Kentro is seeking a Service Quality Management (SQM) Lead to support the Department of Veterans Affairs ESOM program. This role is responsible for establishing and maintaining service quality frameworks, driving SLA/SLO compliance, and leading continuous improvement efforts across a large-scale ServiceNow environment. The SQM Lead works directly with VA stakeholders and cross-functional delivery teams to ensure service performance meets contractual and operational standards. Location: This position can be performed remotely within the United States and will support Eastern Time working hours. Responsibilities - Service Quality Framework - Define, implement, and maintain SLA and SLO structures aligned with VA ESOM contract requirements - Establish quality benchmarks and performance thresholds across ITSM processes including Incident, Change, Problem, and Request Management - Develop and own the SQM governance model, ensuring consistent application across all service towers - Maintain service quality documentation including process guides, standards, and exception logs - Reporting and Performance Monitoring - Build and maintain service quality dashboards and executive-level reporting in ServiceNow - Conduct regular SLA compliance reviews and communicate findings to VA leadership and internal delivery teams - Track and analyze KPIs, identify trends, and escalate performance risks proactively - Coordinate with the data and analytics team to ensure reporting accuracy and consistency across service towers - Continuous Improvement - Lead root cause analysis and post-incident reviews to drive corrective action - Facilitate process improvement initiatives and coordinate with platform, operations, and program teams to implement changes - Maintain a formal continual service improvement (CSI) register and track improvement outcomes - Benchmark service performance against industry standards and federal IT best practices to inform improvement priorities - Stakeholder Engagement - Serve as the primary point of contact for VA stakeholders on service quality matters - Facilitate regular service review meetings and prepare agenda materials, metrics summaries, and action trackers - Collaborate with the PMO, technical leads, and vendor partners to align quality objectives with program goals - Support contract deliverable reviews and provide quality-related input to program status reports and CDRLs Qualifications - 10+ years of experience in IT service management, quality management, or a related discipline within a federal IT environment - Bachelor's degree in Engineering, Computer Science, Systems, Business or related scientific or technical discipline. An additional 8 years of experience may be substituted for the degree requirement for a total of 18+ years of relevant experience. - Hands-on experience with ServiceNow ITSM modules, including Incident, Change, Problem, and Request - Demonstrated experience developing and managing SLAs, SLOs, and service quality reporting - Strong analytical skills with the ability to translate data into actionable insights for both technical and executive audiences - Experience facilitating governance meetings, service reviews, and stakeholder briefings - ITIL v4 Foundation certification (required) or higher - Excellent written and verbal communication skills with experience preparing executive-level briefings and quality reports Preferred Qualifications - ITIL v4 Managing Professional or Strategic Leader designation - Experience supporting VA or other large federal agency ITSM programs - Familiarity with VA ESOM program structure, CSDM, or ServiceNow CSM/HRSD modules - ServiceNow Certified System Administrator (CSA) or relevant platform certification - Experience working within a transition or program stand-up environment - Background in quality assurance, audit readiness, or compliance monitoring within a federal contract context Requirements - US Citizen or Green card holder - Willing and able to obtain and maintain Public Trust Clearance - Must meet updated ID requirements: ID requirements - 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. 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 professional growth and networking opportunities. - Commitment to incorporating fun into every day with activities – virtual and in-person. - Support for community engagement through charity events.

Role Description Kentro is seeking a remote Senior Integration Engineer to support our growing Endpoint Engineering organization, focusing on enterprise application packaging, endpoint integration, deployment engineering, and operational modernization across a complex endpoint ecosystem supporting Windows, macOS, and mobile devices. - Lead application packaging, testing, and deployment activities to ensure compatibility across enterprise endpoint environments. - Support application modernization initiatives, including conversion of legacy deployment formats to modern enterprise deployment technologies such as MSIX. - Partner with Endpoint Engineering teams to align application requirements with device baselines, configuration standards, endpoint security requirements, and lifecycle management processes. - Design, configure, and maintain Windows Autopilot deployment profiles and zero-touch provisioning workflows integrated with Microsoft Intune and Azure AD. - Support and maintain co-management configurations between MECM/SCCM and Microsoft Intune, including workload transition planning, policy management, and cloud-native endpoint modernization efforts. - Support release planning activities and deployment readiness efforts for new and updated enterprise applications. - Serve as an escalation resource for complex endpoint, deployment, and integration-related issues requiring advanced troubleshooting, root cause analysis, and platform-level diagnostics. - Collaborate with engineering teams to validate application compatibility, deployment sequencing, endpoint performance requirements, and operational readiness activities. - Support ongoing endpoint modernization initiatives and operational engineering activities across Windows, macOS, and mobile device environments. - Participate in operational touchpoints, deployment coordination efforts, engineering working sessions, and technical collaboration forums as required. - Contribute to process improvement initiatives focused on deployment consistency, operational efficiency, endpoint stability, and engineering standardization. Qualifications - Minimum of 10 years of relevant experience supporting Endpoint Engineering, Endpoint Management, Enterprise Integration Engineering, or Enterprise IT Operations environments. - Bachelor's degree in Computer Science, Engineering, Math, or equivalent. An additional 8 years of experience can be substituted for the degree requirement for a total of 18+ years of experience. - Hands-on experience designing, deploying, and managing enterprise endpoint environments utilizing Microsoft Intune and MECM/SCCM. - Strong experience supporting enterprise application packaging, deployment, testing, and integration activities within large-scale enterprise environments. - Experience supporting modern endpoint management and deployment technologies, including Windows Autopilot and co-management. - Proficiency with PowerShell scripting for deployment automation, endpoint configuration management, compliance remediation, and operational engineering support. - Working knowledge of endpoint lifecycle management, device configuration standards, deployment methodologies, and enterprise operational engineering practices. - Strong troubleshooting, analytical, and problem-solving skills. - Ability to communicate effectively across technical teams, operational stakeholders, and cross-functional engineering organizations. - Experience supporting structured operational processes within enterprise IT organizations and Agile or Scrum-based delivery environments. Requirements - US Citizen or Green card holder. - Willing and able to obtain and maintain Public Trust Clearance. - Must meet updated ID requirements. Benefits - Competitive benefits package including paid time off, healthcare benefits, supplemental benefits, and 401k with employer match. - Education reimbursement for certifications, degrees, or professional development. - Flexible opportunities for professional growth and networking. - Activities for team bonding, including virtual and in-person events. - Commitment to a positive workspace that fosters creativity and innovation.

Role Description We are seeking a highly analytical and detail-oriented Project Financial Control Analyst to support the financial management and project control operations of a portfolio of government contracts within the National Security Business Unit. Reporting to the Senior Director of Finance, this role will partner closely with program management, contracts, accounting, and executive leadership to oversee project financial performance, forecasting, reporting, and compliance across complex contract environments. The ideal candidate will possess strong government contracting finance experience, advanced Excel and financial modeling skills, and a solid understanding of project control fundamentals including: - WBS structures - Indirect rates - EAC development - Revenue recognition - Margin analysis Location: This position can be performed remotely within the United States and will support Eastern Time working hours. Responsibilities - Lead day-to-day project financial control and contract finance activities across a portfolio of federal government programs and national security contracts. - Develop, maintain, and analyze detailed project financial forecasts, Estimates at Completion (EACs), revenue projections, and cash flow models. - Monitor contract performance against funded value, budget, revenue, gross margin, and net margin targets. - Build and manage project Work Breakdown Structures (WBS) to support cost tracking, forecasting, and financial reporting requirements. - Analyze direct and indirect costs, labor utilization, subcontractor spend, ODCs, and funding status to identify financial risks and opportunities. - Prepare monthly financial reporting packages, variance analyses, KPs, and executive-level summaries. - Partner with Program Managers to support financial planning, staffing projections, burn rate analysis, and corrective action planning. - Support contract startup, modifications, rebase line activities, and contract closeout financial processes. - Ensure compliance with government contracting requirements, company policies, and financial controls related to cost accounting and contract management. - Assist with annual budgeting, long-range planning, indirect rate analysis, and ad hoc financial modeling initiatives. - Support audits and data requests from internal leadership, external auditors, customers, and government agencies as needed. - Drive process improvements and automation initiatives related to project controls, forecasting, and financial reporting. Qualifications - Education: Bachelors (Finance, Accounting or Business preferred) - Experience: 4+ years of experience in government contract finance, project controls, FP&A, or program finance within a federal contracting environment. Experience with Cost-Plus contracts. - Technical Skills: Familiarity with Unanet. - Knowledge of FAR, DFARS, CAS, and DCAA compliance requirements. Clearance Requirement - US Citizen or Green card holder 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 professional growth and networking opportunities. - Commitment to incorporating fun into every day with activities such as happy hours, holiday events, fitness & wellness events, and annual celebrations. - Support for community engagement through charity galas/events.

Role Description Kentro is hiring for Major Incident Management (MIM) Support Specialist within the VA End Point Support and Operations Monitoring contract. The candidates should have thorough knowledge of Incident Management across a wide spectrum of IT technologies and software. As part of a two-man Incident Management team, you will work with system owners, application development and infrastructure support teams to investigate and diagnose system problems and defects and evaluate mitigation alternatives to bring systems and infrastructure back online. Location: Remote Shift: Fri - Tues ; 7:30 AM - 4:00 PM - Provide technical expertise in the support of the Department of Veterans Affairs (VA) End User support and Operations Monitoring contract within Major Incident Management (MIM). - Support the recovery of VA's IT service to minimize disruptions of high and critical priority incidents, providing shift-driven 24/7 coverage, and improving incident response and resolution processes. - Enhance MIM Support by: - Reducing the frequency and impact of IT service interruptions. - Improving the efficiency of incident resolution. - Ensuring continuous support for mission-critical operations. - Providing detailed analysis and reporting to drive process improvements. - Track improvements through agreed metrics including Mean Time to Recovery (MTTR), Incident Resolution Efficiency, Quality Assurance Outcomes, Trends in High Priority Incidents (HPI)/ Critical Priority Incidents (CPI) Incidents and in-line with the Service Level Agreements (SLAs) and response times for High Priority (HPI) and Critical Priority (CPI) incidents. - During major incidents, facilitate bridge calls and incident resolution activities with the team. - Perform day-to-day incident management duties using VA tools like ServiceNow, SharePoint, and the VA Emergency Alerting and Accountability System (EAAS). - Communicate and collaborate in a timely manner with VA staff, and other stakeholders to provide necessary information and support during incident management and resolution processes. - Work with Project manager and team members for project deliverables including but not limited to: - Incident Management Performance Report - MIM Analysis and Reporting Summary - Bridge Call Leadership Documentation - Contracted Personnel Recall and Resource Management Report - Incident Resolution Facilitation Report - Communication and Documentation Records - Incident Response Atmosphere Report - Ticket Management Records - Incident Coordination Report - SNOW Portal Announcements - Change Management Coordination Report - Transcriptions and Bridge Notes - Seamless Transition and Incident Title Update Report - Observe and provide feedback to continually refine and optimize the incident management process. - Provide mentorship and guidance to junior systems administrators and team members. Qualifications - Bachelor's degree in computer science, electronics engineering or other engineering or technical discipline is required (8 years of additional relevant experience may be substituted for education). - 5+ years of experience with a focus on ServiceNow or similar Major Incident Management or similar IT Service Management. - Must be willing to work one of the shifts listed in the job description. - Expertise in troubleshooting and resolving complex technical issues. - Excellent communication and interpersonal skills, with the ability to effectively interact with both technical and non-technical stakeholders. - Strong analytical and problem-solving skills, with the ability to identify and resolve issues proactively. - Ability to work independently and as part of a team. Requirements - ITIL Foundation certified or equivalent IT service management certified - preferred, or relevant experience. - ServiceNow based Incident Management. - Knowledge of VA's organizational structure and IT environment. - US Citizen or Green card holder. - Willing and able to obtain and maintain Public Trust Clearance. - Must meet updated ID requirements. - Yearly Flu Vaccination. - Tuberculosis testing with a negative result. - Vaccination records or titer testing required for Measles Mumps and Rubella (MMR), Hepatitis B, and/or Varicella. 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 professional growth and networking. - Activities – virtual and in-person, e.g., happy hours, holiday events, fitness & wellness events, and annual celebrations. - Commitment to community involvement through charity galas/events.

Role Description Kentro is hiring an Employee Engagement Lead to join its End Point Support and Operations Monitoring (ESOM) Program Management Office (PMO). This role is responsible for designing, managing, and continuously improving a comprehensive employee engagement strategy across a portfolio of projects. This role blends people leadership, data-driven insights, and program management to enhance workforce experience, performance, and organizational effectiveness. The Lead will manage a team of analysts across a portfolio of contracts and partner with program leadership and the Kentro Human Resources Team to align engagement initiatives with business outcomes. Location: This position can be performed remotely within the United States and will support Eastern Time working hours. Responsibilities - Develop and execute a portfolio-wide engagement strategy aligned with organizational goals and priorities. - Design initiatives that strengthen morale, collaboration, and overall employee experience; define success metrics, feedback loops, and continuous improvement actions. - Continuously evolve the engagement function based on data insights, stakeholder feedback, and shifting business needs. - Partner with leaders to embed engagement into delivery practices; identify and mitigate workforce risk, including burnout, attrition, and disengagement. - Integrate engagement metrics into reporting and governance; ensure initiatives align with portfolio priorities, timelines, and measurable outcomes. Establish benchmarks, track KPI progress, and deliver dashboards and executive-level briefings. - Lead, mentor, and develop analysts; set clear expectations, growth pathways, and cultivate a high-performing, collaborative team environment. - Oversee the full engagement survey lifecycle – design, deployment, analysis, and reporting. Translate data into actionable insights, priorities, and recommendations; identify trends, root causes, and key engagement drivers. - Support the Kentro performance management and talent development processes by partnering with the Human Resources team on performance improvement and talent development. - Design and manage recognition (kudos, awards, etc.) programs that foster accountability and a culture of continuous feedback. - Lead internal team communication strategy, including newsletters, messaging, and organizational updates. Promote transparency, alignment, and a consistent culture across the portfolio. - Identify skills gaps and training needs across the portfolio, design and coordinate a training program and learning pathway. Partner with HR/L&D to ensure alignment with organizational standards and measure training effectiveness. - Build and scale the ESOM’s engagement function by establishing governance, processes, tools, and KPIs. - Drive continuous improvement through feedback loops, retrospectives, and sustainable engagement solutions. - Support the development and operational activities of additional PMO functions and the PMO Team. Qualifications - Bachelor’s degree in Business, Human Resources, Organizational Psychology, or related field. - 7-10 years of experience in employee engagement, PMO operations, HR strategy, or program management. - Experience leading teams and managing cross-functional initiatives in a multi-team and multi-contract environment. - Strong analytical skills and the ability to translate data into insights for engagement initiatives and executive-level recommendations. - Experience building or maturing an employee engagement function from the ground up. - Experience in organizational change management and culture transformation initiatives. - Experience supporting a large program or portfolio. - Experience in a government or consulting environment. Requirements - US Citizen or Green card holder. - Willing and able to obtain and maintain Public Trust Clearance. - Must meet updated ID requirements: ID requirements . - 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. 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 professional growth and networking opportunities. - Funds for activities – virtual and in-person, e.g., happy hours, holiday events, fitness & wellness events, and annual celebrations. - Commitment to community involvement through charity galas/events.

Role Description Kentro is hiring for a Business Intelligence Integration Analyst to support our Digital Twin Platform. Location: REMOTE - This position can be performed remotely within the United States and will support Eastern Time working hours. Responsibilities - Requirements Development & Enterprise Discovery: - Partner with customers to assess their digital twin readiness and define capability requirements aligned with strategic business objectives. - Conduct discovery sessions to extract nuanced insights about organizational processes, data ecosystems, and decision-making frameworks. - Identify customer enterprise architecture, including existing systems, data infrastructure, and system dependencies critical to digital twin development. - Translate business challenges into structured technical requirements and use cases for digital twin modeling. - Facilitate workshops with cross-functional teams to identify high-value opportunities for digital twin applications. - Customer Engagement: - Serve as a trusted advisor and point of contact throughout the customer’s digital twin journey. - Build and maintain strong relationships with key stakeholders at all organizational levels, from C-suite executives to technical teams and end users. - Adapt communication style and technical depth based on audience, ensuring clarity and buy-in across all organizational levels. - Provide ongoing support to customers as they evolve their digital twin adoption and expand their use cases. - Conduct regular cadence meetings and business reviews to assess progress, gather feedback, and align strategic priorities. - Digital Twin Integration: - Develop deep expertise in a specialized digital twin platform and its capabilities to support solution design and implementation. - Oversee end-to-end design, development, and integration of digital twin models by translating customer requirements, ensuring solutions are scalable, accurate, and aligned with organizational objectives. - Create and deliver training programs tailored to different stakeholder personas, ensuring adoption and effective utilization of digital twin capabilities. - Collaborate with data engineers and developers to ensure models are fully and effectively integrated into the customer space. - Provide ongoing support and troubleshooting guidance as customers operationalize their digital twin capabilities. - Ensure platform delivers maximum value through regular optimization reviews and feature adoption guidance. Qualifications - Bachelor's degree in Business, Psychology, Political Science, or International Relations OR equivalent military training/experience (e.g. MOS 35M/35F, 1N0, 0211). - Minimum 8+ years of experience in Intelligence Operations, specifically focused on HUMINT collection, counterintelligence, or all-source analysis. - Mastery of advanced elicitation techniques (rapport building, funneling, source vetting) applied to stakeholder interviews. - Demonstrated application of Structured Analytic Techniques (SATs) to mitigate cognitive biases in data modeling and decision-making frameworks. - Proven experience in Human Network Analysis (HNA) or Social Network Analysis (SNA). - Proficiency with link analysis and data visualization tools common in the IC (e.g., Analyst Notebook (i2), Palantir Gotham/Foundry, ArcGIS, Maltego). - Exceptional briefing skills with experience presenting intelligence products to Senior Military Leaders or Federal Executives. Requirements - US Citizen or Green card holder. - Willing and able to obtain and maintain Public Trust Clearance or higher. 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 professional growth and networking opportunities. - Commitment to incorporating fun into every day with activities and events.

Role Description Kentro is seeking a motivated and detail-oriented Jr. Data Analyst to support the Department of Veterans Affairs’ enterprise Software Asset Management (SAM) program. This role is a key contributor to the team’s advanced analytics and intelligence capabilities, leveraging ServiceNow Platform Analytics alongside data imported from relevant external sources to deliver actionable insights into software usage, compliance, and cost optimization. The Jr. SAM Data Analyst will work closely with Data Engineers, Software Asset Managers, and project leadership to ensure the accuracy and integrity of software inventory, entitlement, and usage data. This individual plays a critical role in supporting the VA’s ability to maintain a defensible Effective License Position (ELP), prepare for vendor audits, and drive data-informed decision-making across the enterprise SAM program. Location: This position can be performed remotely within the United States and will support Eastern Time working hours. Compensation: $70-80k/Year Responsibilities - Data Analysis & Compliance Insight - Analyze software inventory, usage, and entitlement data to identify compliance gaps, optimization opportunities, and potential cost savings across the VA’s software portfolio. - Reconcile license purchases against deployments and actual usage to ensure an accurate and audit-ready Effective License Position (ELP) at all times. - Identify trends, anomalies, and outliers in software usage data and communicate findings to the SAM team in a clear, actionable format. - Support ongoing license reconciliation activities, flagging over-deployment, underutilization, and entitlement mismatches for remediation. - Dashboards, Reporting & Visualization - Develop, maintain, and continuously improve SAM dashboards and reports within ServiceNow Platform Analytics, covering license consumption, usage trends, compliance posture, and audit readiness. - Build reports that translate complex data sets into clear, visually accessible formats for stakeholders at all levels, from technical team members to senior VA leadership. - Ensure dashboards are accurate, up-to-date, and aligned with the team’s reporting cadence and contractual deliverable requirements. - Develop ad hoc reports and data extracts in response to stakeholder requests, audit inquiries, or emerging program needs. - Audit & True-Up Support - Support vendor audits and license true-ups by validating data accuracy, producing evidence-based analysis, and preparing organized, defensible documentation packages. - Collaborate with Software Asset Managers to ensure entitlement records, deployment data, and usage metrics are reconciled and audit-ready in advance of publisher reviews. - Maintain detailed data lineage and source documentation to support traceability and auditability of all analytical outputs. - Data Integration & Quality - Assist in the ingestion, validation, and reconciliation of data imported from external sources into ServiceNow SAM Pro, including discovery tools, procurement systems, and publisher portals. - Monitor data quality across SAM-relevant data sets, identifying and escalating issues related to completeness, accuracy, and consistency. - Work with integration and development team members to troubleshoot data discrepancies and support continuous improvement of data pipelines and import workflows. - Document data definitions, report logic, and analytical methodologies to support knowledge transfer and program continuity. - Collaboration & Stakeholder Communication - Partner with Data Engineers, Software Asset Managers, Enterprise Architects, and the SAM Project Manager/Team Lead to ensure analytical outputs support operational decision-making and program objectives. - Present data findings and insights in a clear, straightforward manner accessible to stakeholders with varying levels of technical background. - Participate in team meetings, sprint reviews, and working sessions, contributing data-driven perspectives to planning and prioritization discussions. Qualifications - Associate’s degree or 2-year business school degree in Business, Information Technology, Data Analytics, or a related field (4 years of additional relevant experience may be substituted for education). - Experience in a data analyst, reporting analyst, or similar role with demonstrated ability to work with large, complex data sets. - Proficiency with data analysis and reporting tools such as Microsoft Excel, Power BI, or similar platforms. - Familiarity with ServiceNow reporting, dashboards, or Performance Analytics preferred. - Strong attention to detail and a commitment to data accuracy and integrity. - Ability to interpret and reconcile data from multiple sources and present findings in a clear, organized manner. - Basic understanding of software asset management, license management, or IT asset lifecycle concepts. - Strong written and verbal communication skills with the ability to explain data findings to non-technical audiences. Preferred Qualifications - Experience working with ServiceNow SAM Pro data, reports, or Platform Analytics. - Familiarity with software license models, entitlement management, or Effective License Position (ELP) concepts. - Experience supporting vendor audits or license true-up processes. - Knowledge of data visualization best practices and experience building executive-facing dashboards or reports. - Experience working in a federal, government-adjacent, or highly regulated environment. - Exposure to discovery tools or software inventory data sources such as SCCM, Flexera, Ivanti, or Tanium. - Familiarity with Agile delivery environments and participation in sprint-based work cadences. Clearance Requirement - US Citizen or Green card holder. - Willing and able to obtain and maintain Public Trust Clearance. - Must meet updated ID requirements: ID requirements . - 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. 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 professional growth and networking opportunities. - Commitment to incorporating fun into every day with activities such as happy hours, holiday events, fitness & wellness events, and annual celebrations. - Support for community involvement through charity galas/events.

Role Description Kentro is seeking a skilled and detail-oriented Technical Writer to support the Department of Veterans Affairs’ enterprise Hardware Asset Management (HAM) program in developing a comprehensive, authoritative, and audit-ready policy framework. Over an 18-month engagement, this individual will lead the drafting, alignment, standardization, and maintenance of fourteen foundational ITAM/HAM enterprise policies that govern how the VA tracks, secures, finances, and disposes of all IT hardware assets across VHA, VBA, NCA, and Staff Offices. This role sits at the intersection of technical expertise and accessible communication. The ideal candidate brings a strong background in IT Asset Management, federal policy standards, and ServiceNow-aligned processes, paired with an exceptional ability to translate highly complex technical concepts into clear, plain-language documentation that end users of all skill levels can understand and act upon. The Technical Writer will work cross-functionally with procurement, finance, security, logistics, and field operations teams to gather inputs, synthesize data, and convert technical information into well-structured written narratives that meet VA governance and compliance requirements. Location: This position can be performed remotely within the United States and will support Eastern Time working hours. Responsibilities - Policy Development & Documentation - Lead the development of fourteen foundational ITAM/HAM enterprise policies over an 18-month period, covering the full hardware asset lifecycle from demand through disposal. - Draft, revise, and finalize policy documents in alignment with VA Handbook 7002, VA Financial Policy, federal property standards, OMB requirements, and ServiceNow HAM platform capabilities. - Ensure all policies are internally consistent, cross-referenced appropriately, and collectively form a cohesive operational doctrine for the VA’s enterprise ITAM program. - Maintain a structured, predictable development timeline to deliver policies in accordance with program milestones and audit readiness requirements. - Manage version control, document lifecycle, and maintenance schedules for all policy artifacts. - Plain Language & Accessible Communication - Translate highly technical IT asset management concepts, platform processes, and compliance requirements into clear, plain-language documentation accessible to end users of varying technical backgrounds. - Apply plain language and plain writing principles to ensure policy documents, user guides, and reference materials are straightforward, actionable, and free of unnecessary jargon. - Develop supporting materials such as summaries, quick reference guides, and job aids that reinforce key policy concepts for frontline staff and non-technical audiences. - Tailor the tone, structure, and reading level of documentation to the intended audience: from field technicians to senior leadership. - Stakeholder Engagement & Information Gathering - Conduct interviews and working sessions with subject matter experts across procurement, finance, security, logistics, IT operations, and field teams to gather inputs for policy development. - Synthesize complex, multi-source data and stakeholder input into cohesive, well-organized written narratives. - Collaborate with HAM leadership, project teams, and client stakeholders to validate draft policies, incorporate feedback, and ensure organizational alignment. - Navigate cross-functional environments with professionalism and adaptability, building effective working relationships with stakeholders across diverse teams and communication styles. - Tools & Document Production - Produce professional, polished documentation using a variety of word processing, spreadsheet, graphics, and scheduling tools including Microsoft Word, Excel, PowerPoint, Visio, and SharePoint. - Convert raw data, process flows, and technical inputs into structured written narratives, policy frameworks, and reference documents. - Develop visual aids, process diagrams, and supporting graphics where appropriate to enhance comprehension and usability of policy documents. - Maintain organized documentation repositories and support document management in alignment with VA records and governance standards. - Compliance & Governance Alignment - Ensure all policy documents support audit readiness, transparency, and defensible compliance positions across the VA’s enterprise ITAM program. - Align policy language and structure with ServiceNow HAM platform capabilities to ensure governance artifacts are operationally grounded and implementable. - Support the elimination of fragmented asset oversight by developing enforceable, standardized policies applicable across VHA, VBA, NCA, and Staff Offices. - Assist with policy gap analysis, tracking policy development progress against program milestones and compliance obligations. Qualifications - Bachelor’s degree in English, Communications, Technical Writing, Information Systems, or a related field (4 years of additional relevant experience may be substituted for education). - Demonstrated experience as a Technical Writer supporting complex IT systems, programs, or federal technology initiatives. - Proven ability to translate highly technical information into clear, plain-language documentation accessible to non-technical end users. - Experience gathering information from subject matter experts and converting multi-source data and inputs into well-structured written narratives. - Proficiency with a variety of word processing, spreadsheet, graphics, and scheduling tools including Microsoft Word, Excel, PowerPoint, Visio, and SharePoint. - Strong understanding of document lifecycle management, version control, and records governance. - Excellent written communication skills with exceptional attention to detail, consistency, and clarity. - Experience working in federal, compliance-driven, or highly regulated environments preferred. Requirements - Experience writing policy, procedure, or governance documentation for federal IT programs. - Familiarity with IT Asset Management (ITAM), Hardware Asset Management (HAM), or ServiceNow HAM processes and terminology. - Knowledge of VA Handbook 7002, federal property standards, or OMB asset management requirements. - Experience supporting audit readiness initiatives or developing compliance documentation. - Familiarity with NIST frameworks, Zero Trust principles, or federal IT security compliance standards. - Experience developing visual aids, process flow diagrams, or infographics using tools such as Visio, Lucidchart, or Miro. - Professional certification in technical writing. 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 professional growth and networking opportunities. - Commitment to incorporating fun into every day with activities like happy hours, holiday events, fitness & wellness events, and annual celebrations. - Support for community engagement through charity events.

Overview 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 an experienced and adaptable Project Manager / Project Lead to oversee the remediation of ServiceNow, the enterprise Software Asset Management (SAM) system of record at the Department of Veterans Affairs. This engagement is focused on rolling back platform customizations in favor of out-of-the-box ServiceNow functionality, while simultaneously expanding the software catalog and strengthening SAM as a trusted, sustainable enterprise solution. The Project Manager will serve as the day-to-day delivery authority, directly overseeing three Vertical Leads across Software Asset Management, Development, and QA Testing, and collaborating closely with Enterprise Architects, Data Analytics, and Change Management within the project team. This role requires a confident and composed leader who is equally skilled at driving technical delivery and managing the interpersonal dynamics inherent in complex federal engagements. The Project Manager will work in close partnership with the client Product Owner and Project Lead, and must bring the professionalism, patience, and emotional intelligence to build productive relationships across a wide range of stakeholder personalities and communication styles. Success in this role depends as much on trust-building and diplomacy as it does on delivery execution. Location: This position can be performed remotely within the United States and will support Eastern Time working hours. Responsibilities SAM Remediation Delivery & Platform Alignment - Lead day-to-day delivery of the SAM Remediation project, overseeing the identification, prioritization, and rollback of platform customizations in alignment with ServiceNow out-of-the-box best practices. - Oversee the expansion and maintenance of the software catalog within ServiceNow SAM Pro, ensuring catalog items are accurate, normalized, and aligned with VA software asset governance requirements. - Coordinate across Enterprise Architects, Developers, and Software Asset Managers to ensure remediation decisions are technically sound, platform-aligned, and operationally sustainable. - Maintain a clear line of sight into all active workstreams, tracking progress against remediation milestones and delivery commitments on a sprint-by-sprint basis. Team Leadership & Vertical Coordination - Directly manage three vertical leads across Software Asset Management, Development, and QA Testing, providing day-to-day direction, accountability, and escalation support. - Facilitate regular cross-vertical coordination to ensure dependencies are managed, integration points are tested, and teams are delivering in a synchronized and cohesive manner. - Support Leads in removing blockers, resolving competing priorities, and maintaining team focus and morale throughout a complex remediation effort. - Promote a collaborative, solutions-oriented team culture that embraces iterative improvement and shared ownership of outcomes. Project Planning & Schedule Management - Develop and maintain the integrated project schedule, including remediation workstreams, catalog build activities, testing cycles, and client review milestones. - Conduct regular schedule reviews with vertical Leads to assess delivery progress, identify risks, and recalibrate plans as needed. - Maintain a comprehensive risk, issue, and decisions log, tracking open items to resolution and escalating appropriately to the HAM/SAM Program Manager. - Ensure all contract deliverables are clearly assigned, tracked, and submitted on time in accordance with program requirements. Client Engagement & Stakeholder Management - Serve as the primary delivery liaison between the Kentro team and the client Product Owner and Project Lead, providing regular status updates, risk summaries, and delivery forecasts. - Build and sustain productive working relationships with client stakeholders across a range of personalities, communication styles, and levels of technical familiarity, approaching each interaction with professionalism, adaptability, and a genuine commitment to shared success. - Navigate competing stakeholder priorities and high-pressure situations with composure, demonstrating the ability to manage difficult conversations constructively and keep delivery momentum intact. - Translate technical remediation progress and platform decisions into clear, accessible language for non-technical client audiences. - Proactively surface risks and issues to the client in a transparent, solution-forward manner that reinforces trust and confidence in the Kentro team. Meeting Coordination & Program Communication - Plan, prepare, and/or facilitate project meetings including weekly status calls, sprint reviews, scrum standups, client working sessions, and retrospectives. - Develop and distribute meeting agendas, action item logs, decision records, and status reports to maintain program visibility and accountability across all stakeholders. - Ensure meeting outcomes are documented, assigned, and followed through to completion. Risk, Issue & Bottleneck Management - Proactively identify and mitigate risks and bottlenecks across remediation, development, and testing workstreams before they impact delivery timelines. - Facilitate timely resolution of cross-team dependencies and escalate unresolved impediments to program leadership with clear context and recommended actions. - Manage scope and requirements changes through a structured process, communicating impact on schedule and delivery to both internal and client stakeholders. Qualifications - Bachelor’s degree in computer science, information systems, business, engineering, or related field (8 years of additional relevant experience may be substituted for education). - 10+ years of experience in project management, technology delivery, or IT program leadership. - Demonstrated experience managing ServiceNow implementations or remediation efforts, preferably SAM or ITAM-focused, in a complex enterprise environment. - Strong working knowledge of ServiceNow SAM Pro, including out-of-the-box capabilities, software catalog management, and entitlement workflows. - Proven ability to lead and coordinate multi-disciplinary delivery teams across asset management, development, and QA functions. - Strong experience developing and managing integrated project schedules, risk logs, and deliverable tracking frameworks. - Excellent facilitation and meeting management skills, with the ability to drive decisions and maintain momentum across cross-functional and client-facing teams. - Demonstrated ability to manage complex stakeholder relationships with professionalism, diplomacy, and emotional intelligence. - Experience working in federal or compliance-driven environments strongly preferred. - Strong written and verbal communication skills with the ability to present clearly to both technical and executive audiences. Preferred Qualifications - Project Management Professional (PMP) certification. - ServiceNow Certified Implementation Specialist – Software Asset Management (CIS-SAM). - Experience supporting VA or other federal agency ServiceNow implementations. - Familiarity with Agile/Scrum delivery frameworks and hybrid project management methodologies. - Knowledge of federal IT governance frameworks including FISMA, FedRAMP, and NIST 800-53. - Experience leading platform remediation, technical debt reduction, or OOB alignment initiatives within ServiceNow. - Familiarity with CMDB, HAM, and the broader ServiceNow platform ecosystem. - Experience with software catalog build and normalization processes within ServiceNow SAM Pro. 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. 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.

Overview 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 for (4) Endpoint Engineering Management and Reporting Techncial Staff to support our VA ESOM Contract. Join a growing engineering team that is expanding its capabilities to improve endpoint health, security, and visibility, taking on a role that directly influences how the agency understands, secures, and optimizes its enterprise endpoint ecosystem. The Endpoint Engineering Management and Reporting (EEMR) Technical Staff supports the engineering, integration, and reporting activities of the agency’s Enterprise Endpoint Management and Reporting environment. This role executes endpoint management and reporting tasks that contribute to the stability, performance, and visibility of endpoint operations across the enterprise. Working under the guidance of the EEMR Lead, this individual develops and maintains reporting solutions, supports endpoint management activities, and ensures the accuracy and consistency of operational data used for both monitoring and leadership reporting. Location: This position can be performed remotely within the United States and will support Eastern Time working hours. Responsibilities - Execute day-to-day engineering and operational activities across endpoint management platforms (e.g., Intune, MECM/SCCM, JAMF) and associated reporting tools. - Develop, maintain, and enhance operational reports, dashboards, and metrics related to endpoint health, compliance, and performance. - Build and maintain web-based SQL reports and Power BI dashboards to support both operational monitoring and leadership reporting. - Validate and analyze endpoint data to ensure accuracy, consistency, and alignment across reporting outputs. - Contribute to the development of enterprise reporting artifacts, including dashboards, scorecards, and recurring operational reports. - Collaborate with cross-functional teams to gather data, understand reporting requirements, and support data-driven decision-making. - Identify reporting gaps, data inconsistencies, and process inefficiencies, and recommend improvements. - Support the documentation of reporting logic, data sources, and processes to ensure transparency and repeatability. - Contribute to continuous improvement efforts across endpoint management and reporting capabilities. Enterprise Reporting & Analytics Execution - Develop and maintain dashboards that provide visibility into endpoint health, performance, and service delivery. - Support the creation and refinement of enterprise scorecards summarizing endpoint management performance and compliance metrics. - Produce recurring technical support reports, including summaries of Level 4 support activities and trend analysis. - Translate operational data into clear, structured outputs that support both technical teams and leadership stakeholders. Qualifications - Minimum of 5+ years of relevant experience in Endpoint Engineering, Endpoint Management, Reporting, or Enterprise IT Operations. - Bachelor's degree in computer science, electronics engineering or other engineering or technical discipline is required. An additional 8 years of relevant experience can be substituted for the degree requirement for a total of 13+ years of relevant experience. - Hands-on experience working with endpoint management platforms such as Intune, MECM/SCCM, JAMF, or similar tools. - Experience developing reports and dashboards using SQL, Power BI, or similar reporting and analytics tools. - Solid understanding of endpoint lifecycle management, including configuration, patching, compliance, and performance monitoring. - Ability to work independently on defined tasks while contributing to a broader team effort. - Strong attention to detail, particularly in data validation and reporting accuracy. - Ability to identify data discrepancies or reporting gaps and elevate findings to the EEMR Lead. - Effective communication skills, with the ability to present information clearly to both technical and non-technical stakeholders. 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-SB1 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.