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. Our transition to Kentro in 2025 reflects a rich legacy built upon the foundation of IT Concepts. Rather than leaving ITC behind, we confidently embrace a future centered around the Core of More. 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. The ServiceNow SAM Integration Development Manager is a senior technical role responsible for designing, developing, and maintaining integrations between ServiceNow's Software Asset Management (SAM) module and external data sources in support of the Department of Veterans Affairs. In addition to hands-on development, this individual serves as the technical lead for a team of SAM Developers and subcontractor staff, providing direction, mentorship, and quality oversight across all integration workstreams. Location: Remote within the US supporting EST working hours. Responsibilities Team Leadership & Mentorship - Serve as the technical lead for a team of SAM Developers and subcontract staff, providing day-to-day work direction, code reviews, and technical guidance. - Establish and enforce development standards, coding best practices, and integration design patterns across the team. - Mentor junior and mid-level developers, facilitating professional growth, knowledge sharing, and skills development in ServiceNow SAM capabilities. - Coordinate with the Program Manager to assign tasks, track progress, and communicate risks and issues related to integration workstreams. - Conduct sprint planning, backlog grooming, and retrospective participation within an Agile/SAFe delivery framework. - Support Kentro and subcontractor onboarding, performance monitoring, and technical oversight in accordance with contract requirements. - This role will be responsible for overseeing 5 direct Kentro reports and 5 subcontractor staff. This is subject to change based off project needs. API Development & Integration - Design, develop, and maintain RESTful API integrations between ServiceNow SAM Pro and external data sources (e.g., publisher portals, CMDB feeds, procurement systems, entitlement databases). - Build and manage integration endpoints, authentication mechanisms (OAuth2, API keys, certificates), and data pipelines within ServiceNow. - Develop MID Server configurations and Integration Hub spokes/flows to support bi-directional data exchange with VA enterprise systems. - Ensure API integrations comply with VA security standards, including FISMA, FedRAMP, and VA Handbook 6500 requirements. Data Aggregation & Normalization - Aggregate software inventory data from disparate sources including SCCM/MECM, Flexera, Active Directory, and cloud platforms (AWS, Azure, GCP). - Implement data normalization routines using the ServiceNow Content Library and custom normalization rules to ensure consistent publisher, product, and version mapping. - Develop and maintain transformation scripts (JavaScript, GlideScript) to map source data to ServiceNow SAM data models. - Collaborate with VA data stewards and asset managers to define normalization standards and resolve data conflicts. Automated Data Import Workflows - Build and manage scheduled import jobs, Import Set transforms, and JDBC/LDAP data sources within ServiceNow to automate recurring data ingestion. - Design robust error handling, alerting, and retry logic for import workflows to ensure data integrity and continuity. - Create and maintain data reconciliation processes to detect and remediate discrepancies between discovery data, entitlement records, and the ServiceNow CMDB. - Document all automated workflows and maintain runbooks to support operational sustainment and knowledge transfer. Integration Testing & Validation - Develop and execute integration test plans covering unit, functional, regression, and end-to-end testing scenarios for all data pipelines and API connections. - Validate data completeness, accuracy, and consistency after each import cycle or integration event. - Conduct performance testing and optimization of integration processes to meet VA throughput and latency requirements. - Coordinate with VA test teams and change management processes to validate changes prior to production deployment. - Maintain integration test documentation and traceability matrices in alignment with VA Section 508 and compliance requirements. Qualifications - Proven ability to lead technical teams, conduct code reviews, and mentor staff. - Demonstrated experience building and maintaining REST API integrations within the ServiceNow platform. - Active ServiceNow Certifications: ServiceNow Certified System Administrator (CSA) - Ability to obtain and maintain Public Trust clearance. - Must be US Citizen or Green Card Holder. - Master’s degree in computer science, business, management, information systems, engineering or related field (10 years of additional relevant experience may be substituted for education) with at least 10 years focused on SAM Pro or ITAM module implementations. - Proficiency in ServiceNow scripting: GlideScript, JavaScript, Business Rules, Script Includes, and Transform Maps. - Experience with ServiceNow Integration Hub, MID Server configuration, and Import Sets. - Working knowledge of software asset data sources (e.g., SCCM, Flexera, Ivanti, Tanium, Lansweeper). - Experience with data normalization concepts and ServiceNow Content Library (SWLM/Software Normalization). - Strong written and verbal communication skills; ability to translate technical concepts for non-technical VA stakeholders. Preferred: - Active ServiceNow certifications: Certified Application Developer (CAD), Certified Implementation Specialist (CIS), ITIL Foundation, or ITAM Professional. - Experience with VA enterprise systems (VistA, CDW, VA OIT infrastructure) or other federal agency environments. - Familiarity with Agile/SAFe methodologies and tools such as Jira, Confluence, or Azure DevOps. - Experience integrating with cloud licensing platforms (Microsoft 365 Admin Center, AWS License Manager, Oracle LMS). - Experience working within DevSecOps pipelines and CI/CD environments for ServiceNow deployments (e.g., ServiceNow DevOps, GitHub Actions). - Familiarity with federal IT compliance frameworks: FISMA, FedRAMP, NIST 800-53. 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: “Apply for this Job” button at the bottom of this Job Description or the button at the top: “Application.” Please upload your resume and complete all the application steps. You must 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-BK1

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 accomplished Director, ServiceNow Platform Support to provide strategic leadership and operational oversight of our ServiceNow delivery portfolio at the Department of Veterans Affairs. This senior role sits above two core delivery teams — the Hardware Asset Management / Software Asset Management (HAM/SAM) program and the Platform & Maintenance team — and is accountable for overall delivery quality, client satisfaction, financial performance, and ServiceNow program growth at the VA. Reporting directly to the Senior Director of Operations and working in close collaboration with the VA engagement’s Project Manager(s), this leader will serve as the senior client-facing executive for ServiceNow at the VA — driving business process improvement, elevating technical maturity across delivery teams, and positioning Kentro as a long-term strategic partner to the VA. This role will also work in close partnership with Kentro’s ServiceNow practice leads and subject matter experts to ensure delivery teams are operating against leading practices and continuously improving both technically and operationally. Location: This position can be performed remotely within the United States and will support Eastern Time working hours. Employee must be willing and able to travel to headquarters or customer sites as needed to support the contract (estimated 10% travel). Responsibilities Program & Delivery Leadership - 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. Business Process & Technical Improvement - 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. Client Engagement & Customer Relationship Management - 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. Team Strategy & Development - 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. Financial & Contract Oversight - 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. Qualifications - Bachelor’s degree in Information Technology, Business Administration, or a related field; Master’s degree preferred. - 10+ years of progressive IT services delivery experience, with at least 5 years in a director-level or senior program leadership role on federal contracts. - 5+ years of direct experience with the ServiceNow platform — including delivery oversight of ServiceNow programs in a federal government context. - Demonstrated experience with HAM/SAM, ITSM, or related ServiceNow modules and a working knowledge of IT Asset Management and IT Service Management best practices. - Proven ability to drive business process improvement in a federal IT environment, with experience translating client mission needs into platform solutions. - Proven track record leading federal IT contract delivery, with direct experience engaging and briefing SES-level (Senior Executive Service) government leadership and senior federal executives on program performance, strategy, and outcomes. - Strong knowledge of government contracting, PWS/SOW compliance, subcontract management, and the federal acquisition lifecycle; experience supporting federal clients on programs over $10M annually. - Experience overseeing multi-team delivery structures and managing or mentoring Project Managers. - Demonstrated experience supporting business development, proposal development, or recapture strategy on federal IT contracts, including identifying on-contract growth opportunities and contributing to pursuit activities. - Exceptional client engagement skills with a track record of building and sustaining relationships with federal government stakeholders. - High emotional intelligence and outstanding verbal and written communication skills; comfortable presenting to senior VA leadership. - Ability to identify, document, and escalate program risks with sound judgment and appropriate urgency. - Active PMP or equivalent certification. - US Citizenship OR Green Card - Ability to obtain and maintain Public Trust clearance Preferred: - ServiceNow Certified System Administrator (CSA) or higher (e.g., CIS — HAM, SAM, ITSM). - Experience within VA IT programs, VA ESOM, or other large federal health or benefits agency environments. - ITIL Foundation certification or higher. 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: “Apply for this Job” button at the bottom of this Job Description or the button at the top: “Application.” Please upload your resume and complete all the application steps. You must 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-BK1

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. Our transition to Kentro in 2025 reflects a rich legacy built upon the foundation of IT Concepts. Rather than leaving ITC behind, we confidently embrace a future centered around the Core of More. 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 an experienced ServiceNow Senior System Admin for Kentro’s VA ESOM-End Point Support and Operations Monitoring contract across the United States. In this role, you will plan and execute System Administrative tasks with a specialized focus on ServiceNow operations and leading teams. This role will collaborate with other Operations team to plan and execute all System Administrative tasks for the ServiceNow platform and may direct junior administrative staff. This role requires strong platform expertise and serves as a technical authority for administration activities. Location: This position can be performed remotely within the United States and will support Eastern Time working hours. Responsibilities - Plan and execute all System Administrative tasks related to Platform Operations; direct and mentor junior admins. - Manage ServiceNow instance configuration, upgrades, patching, and system health. - Oversee user management, group and role administration, and access control configurations. - Monitor platform performance and proactively identify and resolve system issues. - Develop and maintain administration SOPs, runbooks, and technical documentation. - Support change management processes for platform updates and modifications. - Ensure compliance with federal security standards and audit requirements. - Coordinate with architects and developers on configuration standards and platform governance. Qualifications - Master’s degree in computer science, electronics, engineering or other engineering or technical discipline (OR an additional 10 years of relevant experience in lieu of the degree requirement for a total of 20+ years) - 10+ years total relevant experience - 4+ years of ServiceNow administration experience. - ServiceNow Certified System Administrator (CSA) - Experience mentoring or directing junior administrators. - Strong knowledge of ITIL service management processes. - Ability to obtain and maintain public trust clearance - US Citizen or Green Card holder - Experience supporting a federal client Preferred: - Advanced problem-solving and analytical skills - Impactful team player who looks to enable the team to the end goal 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: “Apply for this Job” button at the bottom of this Job Description or the button at the top: “Application.” Please upload your resume and complete all the application steps. You must 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-BK1

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. Our transition to Kentro in 2025 reflects a rich legacy built upon the foundation of IT Concepts. Rather than leaving ITC behind, we confidently embrace a future centered around the Core of More. 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. The ServiceNow SAM Quality Assurance & Test Manager is a senior technical and people leadership role responsible for overseeing a team of Systems Administrators who support software testing and quality assurance activities in ServiceNow for our VA-ESOM- End Point Support and Operations Monitoring contract supporting the Software Asset Management (SAM) Remediation project. This individual serves as the central authority for test strategy, governance, and quality standards for all software title deployments. The incumbent ensures that systems, applications, and software releases meet defined functional, performance, and business requirements before entering the Software Development Life Cycle (SDLC) process. This position requires a balance of hands-on expertise in software testing methodologies and strong people management skills to guide, develop, and hold accountable a team of technical professionals. Location: Remote within US supporting EST working hours. Responsibilities People Management & Team Leadership - Supervise, mentor, and develop a team of Systems Administrators supporting testing and quality assurance functions. - Establish clear performance expectations, conduct regular one-on-ones, and deliver formal performance evaluations. - Foster a culture of quality, continuous improvement, and accountability within the team. - Identify training and professional development opportunities to build team capability in testing tools, methodologies, and best practices. - Manage workload distribution, scheduling, and resource allocation across concurrent testing efforts. - Recruit, onboard, and retain qualified testing personnel in alignment with contract requirements. - Support subcontractor oversight, performance monitoring, and technical direction in accordance with program expectations. Test Strategy & Planning - Develop, own, and continuously refine the ServiceNow SAM overall test strategy and test governance framework. - Define testing scope, entry and exit criteria, risk-based testing approaches, and test coverage standards for all software initiatives. - Create and maintain test plans that address functional testing, integration testing, and user acceptance testing (UAT) for each software deployment lifecycle. - Collaborate with project managers, business analysts, and scrum masters to align testing timelines with project milestones and deployment schedules. Test Plan Development & Management - Oversee the design, development, review, and maintenance of comprehensive test plans, test cases, test scripts, and test data sets. Test plans can be manual or automated using CI/CD. - Ensure test cases provide traceability to business requirements and system specifications. - Establish and enforce standards for test plan documentation, version control, and reusability. - Leverage test management tools to maintain a centralized, organized repository of test artifacts in alignment with VA documentation standards. User Acceptance Testing (UAT) Coordination - Serve as the primary coordinator for all UAT activities, partnering with VA business stakeholders. - Develop UAT plans, schedules, and participant guides - Facilitate UAT sessions, track participant feedback, and synthesize findings into actionable defect reports and go/no-go recommendations. - Manage stakeholder communications throughout UAT cycles to ensure timely resolution of issues and alignment on release readiness. Integration Testing - Lead the planning and execution of integration testing efforts following application updates, patches, and configuration changes. - Coordinate with Systems Administrators to schedule and execute integration tests within defined project timelines. - Evaluate opportunities to implement test automation to improve integration testing efficiency and coverage. Quality Assurance for Software Title Deployments - Ensure all software deployment components have undergone appropriate QA review, including compatibility, security, and usability tests. - Track post-deployment quality metrics and facilitate lessons-learned reviews to drive continuous improvement. Reporting & Communication - Communicate risks, blockers, and testing outcomes clearly and proactively to all relevant stakeholders. - Maintain comprehensive documentation of testing activities, decisions, and outcomes in support of VA audit and compliance requirements, including Section 508 and FISMA. Qualifications - Minimum of 10 years of progressive experience in ServiceNow software quality assurance and testing, with at least 3 years in SAM focused supervisory or team lead capacity. - Bachelor's degree in engineering, Computer Science, Systems, Business or related scientific or technical discipline. 8 years of additional relevant experience can be substituted for the degree requirement. - Experience with ServiceNow Agile Development and Test Management Tools - Demonstrated experience managing or coordinating UAT programs in a complex, multi-stakeholder environment. - Hands-on experience developing and executing test plans, both manual and automated - Experience with software title deployments in an enterprise IT environment. - Strong knowledge of software testing methodologies (Agile, Waterfall, hybrid), including functional, regression, integration, and acceptance testing. - Solid understanding of defect tracking and management processes. - Proven ability to lead, motivate, and develop a team of technical professionals. - Strong written and verbal communication skills; ability to translate technical findings for non-technical VA stakeholders. Preferred Qualifications - Active ServiceNow Certifications: ServiceNow Certified System Administrator (CSA). - ISTQB Certified Tester (Foundation or Advanced Level), Certified Manager of Software Testing (CMST) (QAI) or equivalent QA certification. - Active ServiceNow certification: Certified Implementation Specialist- Software Asset Management (CIS-SAM). - Active Agile certification (CSM, SAFe, or equivalent). - Familiarity with federal IT compliance frameworks: FISMA, FedRAMP, NIST 800-53, and VA Section 508. - Experience with test automation frameworks and tools (e.g., Selenium, Playwright, Postman, or similar). - Familiarity with ITIL service management principles, particularly change and release management. - Experience working with VA enterprise systems (VistA, CDW, VA OIT infrastructure) or other federal agency environments. - Experience working within DevSecOps pipelines and CI/CD environments for enterprise software deployments. - ServiceNow Micro-Certification in Agile and Test Management 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: “Apply for this Job” button at the bottom of this Job Description or the button at the top: “Application.” Please upload your resume and complete all the application steps. You must 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-JG1