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 an experienced Sr. Program Analyst - ITSM to support our VA-ESOM- End Point Support and Operations Monitoring contract across the United States. The VA is responsible for providing comprehensive onsite and remote support to IT customers across all VA Administrations and special program offices, including direct support of over 340,000 VA employees and thousands of contractors who use government-furnished IT equipment and infrastructure. The VA provides support staff across 100+ CONUS and OCONUS locations, including difficult-to-accommodate locales, such as high cost of living or under-supported economic areas, where VA offices or facilities may be located and require onsite services. The Senior Program Analyst position supports IT Service Management (ITSM) programs across the Department of Veteran’s Affairs. This role focuses on analyzing, developing, and improving ITSM processes, tools, and performance to align with business goals. The analyst works closely with cross-functional teams to enhance the efficiency, quality, and compliance of IT services under frameworks such as ITIL. Location: This position can be performed remotely within the United States and will support Eastern Time working hours. Responsibilities - Assist Program Managers in leading the design, implementation, and continuous improvement of ITSM processes (e.g., Incident, Problem, Change, Request, and Knowledge Management). - Serve as a liaison between IT and business units for ITSM initiatives, ensuring effective integration of business needs with technical solutions. - Assist in the development and delivery of performance metrics, dashboards, and reports to measure service quality, efficiency, and SLA compliance. - Assist in the analysis of service data to identify trends, patterns, and improvement opportunities to guide strategic decision-making. - Assist in the management of ITSM tool configuration and enhancements (e.g., ServiceNow) to support process automation and user experience improvements. - Support audits and compliance activities related to IT governance, risk, and control frameworks. - Help lead training and documentation efforts to promote best practices in IT service delivery and process adoption. - Collaborate with teams across infrastructure, cybersecurity, and application management to ensure service continuity and consistent process execution. Qualifications - Bachelor’s degree in Computer Science, Engineering, Math, or equivalent (8 years of additional relevant experience for a total of 18 years+ may be substituted for education). - 10 years of experience in IT service management, program analysis, or process improvement may substitute for degree. - Strong knowledge of ITIL framework (ITIL v4 certification preferred). - Experience with ITSM platforms such as ServiceNow or similar tools. - Proficiency in data analysis, performance measurement, and reporting. - Excellent communication, problem-solving, and stakeholder management skills. - Demonstrated ability to manage multiple priorities in a fast-paced environment. Preferred Skills - Experience with enterprise-level IT transformation or modernization initiatives. - Familiarity with Agile and DevOps methodologies. - Knowledge of automation, AI, or self-service capabilities in ITSM. - Strong analytical and critical-thinking skills with attention to detail. 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. #LI-SB1