This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more. Role Description The Senior ServiceNow Developer holds a pivotal role in the organization, leading the design, development, and implementation of solutions on the ServiceNow platform. With an advanced understanding of ServiceNow, the Senior Developer will spearhead projects that enhance business processes and operations. This role requires a seasoned professional capable of mentoring junior developers, liaising with various organizational departments, and contributing to the strategic IT goals of the company. Qualifications - Bachelor’s Degree in Computer Science, Information Systems, or a related field. Master’s Degree is a plus. - A minimum of seven years of experience in software design, programming, maintenance, technical troubleshooting, and documentation is required. - Minimum 4 or more years of experience with ServiceNow deployment and administration. ServiceNow Certified Application Developer and/or ServiceNow Certified Implementation Specialist certification is strongly preferred. - Experience in modifying workspaces within the UI builder. Requirements - Lead the design, development, and maintenance of business rules, client scripts, UI actions, UI policies, workflows, and other ServiceNow configurations. - Broaden skillset with integration or custom applications within ServiceNow, including custom script API integrations to a RESTful service. - Develop and maintain custom applications, modules, and integrations with other systems and platforms. - Mentor and guide junior developers, imparting best practices and ensuring quality of code. - Oversee ServiceNow development projects from inception through to completion, ensuring they are completed on time and within scope. - Coordinate with various IT and business departments to ensure effective implementation of ServiceNow solutions. - Conduct thorough testing, including unit, integration, and user acceptance testing. - Lead the deployment of updates and new configurations to the production environment, ensuring smooth transitions with minimal disruption. - Optimize ServiceNow configurations to ensure system performance and reliability. - Create and maintain comprehensive documentation for all developed solutions, ensuring they adhere to organizational standards. - Develop technical documentation including system architecture diagrams, data models, and process flow diagrams. - Serve as a technical resource for ServiceNow related troubleshooting, providing advanced support and guidance. - Lead the resolution of complex issues, implementing long-term solutions to recurring problems. - Promote continuous improvement by identifying and recommending opportunities for process, system, and other efficiencies. - Stay abreast of ServiceNow best practices and new functionalities, integrating this knowledge into the organization’s operations. - Ensure all developed solutions are compliant with the organization's IT policies, procedures, and standards, as well as state and federal regulations. Benefits - Effective oral and written communication skills required to interpret, resolve, and document business or technical issues. - Must possess sufficient manual dexterity to skillfully operate applicable computer hardware, a variety of hand tools and standard office equipment. - Must be able to self-prioritize work in a manner that maintains deliverable targets. Physical Requirements - Prolonged sitting throughout the workday to accomplish tasks. - Availability for emergencies and on call duty 24 hours a day, 7 days a week, as needed. - Occasional travel may be required. - Corrected vision in the normal range required to configure, test, and troubleshoot network server hardware and data. - Hearing within normal range. - Must possess sufficient manual dexterity to skillfully operate applicable computer hardware, a variety of hand tools and standard office equipment. - May work additional work hours to accomplish tasks. Licenses / Certifications - ServiceNow Certified Application Developer and/or ServiceNow Certified Implementation Specialist certification is strongly preferred. - IT Service Management and Discovery experience is preferred. - Certified Technical Architect (CTA) certification is highly desirable.

• Drive adoption of engineering best practices and effectively integrate parallel work streams. • Implement non-technical solutions such as process improvements and cultural changes across multiple teams. • Manage end-to-end feature release processes, ensuring operational excellence with alarms, monitoring, telemetry, documentation, and retrospective/RCA processes. • Balance short and long-term technical needs, producing secure, efficient, and maintainable code that meets industry standards. • Communicate technical designs and decisions clearly and effectively. • Develop automation tools to optimize day-to-day operations. • Master the internal ServiceNow environment, including database layers. • Provide technical leadership and mentorship to promote best practices. • Design, configure, and deploy new application modules, workflows, and catalog requests on ServiceNow. • Customize ServiceNow solutions, including screen tailoring, workflow administration, report setup, data imports, custom scripting, and integrations with third-party software. • Create and automate integrations using APIs and data integration processes between ServiceNow and other services. • Maintain Service Catalog Items and Knowledge Bases effectively. • Collaborate with IT Service Management Team and key stakeholders to understand and meet business requirements. • Architect integrations with LDAP, Single Sign-on, Mid server, Web-services, Email, and other technologies within ServiceNow. • Participate in scaling ServiceNow applications for future growth. • Perform technical configurations, maintenance, and housekeeping tasks. • Ensure application security and data integrity within ServiceNow. • Troubleshoot technical issues related to ServiceNow configuration. • Identify and implement opportunities for platform improvements. • Apply strategic thinking to design scalable solutions effectively.

• Provide executive oversight of the VA ServiceNow program, ensuring both the HAM/SAM and Platform & Maintenance teams execute with quality, consistency, and alignment to contract objectives. • Drive adoption of ServiceNow leading practices, ITIL processes, and delivery standards across both teams, partnering with Kentro’s practice leads and SMEs to bring the latest platform knowledge to the engagement. • Serve as the senior escalation point for complex technical and operational challenges, making sound decisions that protect delivery outcomes and client relationships. • Support the Senior Director of Operations in defining and executing program OKRs, ensuring accountability and measurable performance across the engagement. • Lead business process improvement efforts in partnership with VA stakeholders — assessing current-state workflows, identifying gaps, and designing ServiceNow-enabled solutions that drive measurable operational improvement. • Drive the overall technical growth of the ServiceNow program at the VA, ensuring delivery teams are continuously upskilling, adopting new platform capabilities, and operating at a high level of technical maturity. • Develop and maintain a ServiceNow growth roadmap for the VA engagement, aligning platform evolution with VA mission priorities and surfacing opportunities for expanded platform value. • Serve as the senior ServiceNow delivery executive for VA stakeholders, maintaining strong relationships with COR/CO contacts and Program Office leadership and ensuring consistent alignment on priorities and performance. • Provide executive-level reporting on program health, risks, and improvement initiatives, and support development of a proactive customer engagement strategy that reinforces Kentro’s value to the VA. • Identify and surface on-contract growth opportunities, assisting the program in pursuing new work, scoping modifications, and positioning Kentro for recapture. • Lead and motivate the VA ServiceNow delivery team, setting clear direction for leads across both programs and fostering a culture of accountability, collaboration, and continuous improvement. • Oversee workforce planning, staffing strategy, labor mix management, and succession planning — advising on the role profiles and skills needed for each team to succeed while partnering with PM(s) on execution. • Identify and develop high-performing team members through mentorship, stretch opportunities, and targeted development programs. • Partner with the PMO to oversee operational budgets, ensure cost control, and manage resource allocation efficiently across both delivery teams, including labor mix and subcontract budget management. • Ensure operational compliance with all contract requirements, VA security obligations, and audit standards, and proactively identify and mitigate program risks with timely escalation as needed. • Work with the VP of VA ESOM, Senior Director of Operations and PMO to identify, scope, and develop contract modification requests and on-contract growth opportunities.

- Plan and execute all System Administrative tasks related to ServiceNow MidServer operations. - Install, configure, upgrade, and maintain MidServer instances across the enterprise environment. - Monitor MidServer health, connectivity, and performance; troubleshoot and resolve issues. - Support Discovery configurations and ensure MidServer-based integrations function reliably. - Administer Unix/Linux server environments supporting the MidServer infrastructure. - Coordinate with CMDB and Discovery teams on probe configuration and data feeds. - Maintain documentation for MidServer configurations and maintenance procedures. - Ensure MidServer security patching compliance with federal standards.