Kentro, formerly IT Concepts, Inc., is a mission-driven digital modernization and transformation firm founded in the early 2000s and headquartered in McLean, Virginia. Kentro speci
ServiceNow Employee Center Lead (VA ESOM)
Location
United States
Posted
73 days ago
Salary
0
Seniority
Lead
No structured requirement data.
Job Description
ServiceNow Employee Center Lead (VA ESOM)
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 seeking a ServiceNow Employee Center Lead Consultant to serve as the primary workstream lead for an Employee Center build-out on a large-scale federal engagement with the Department of Veterans Affairs. This is a greenfield implementation — the VA's Employee Center is being stood up from scratch — and the person in this role will own end-to-end delivery from discovery through deployment. This role requires someone who can operate at two levels simultaneously: hands-on ServiceNow configuration expertise in Employee Center Pro, and the workstream leadership skills to drive stakeholder alignment, manage dependencies across a complex platform program, and keep delivery on track. You will be the face of the Employee Center workstream to VA stakeholders and a key delivery partner to the broader Kentro platform team. This role supports Kentro’s ServiceNow platform program at the Department of Veterans Affairs. The program operates under an Enterprise Service Operations and Management (ESOM) model and spans a broad platform scope including ITSM, HRSD, CMDB, and Employee Experience. The Employee Center workstream is a high-visibility initiative directly tied to improving how VA employees access services and information across the enterprise. Kentro employees on this program work within a collaborative, multi-vendor environment and are expected to represent Kentro’s delivery standards with professionalism and technical credibility. Location: This position can be performed remotely within the United States and will support Eastern Time working hours. Responsibilities - Own the Employee Center workstream from discovery through deployment, serving as the primary point of contact for VA stakeholders and internal platform teams - Lead discovery sessions and requirements workshops to capture employee self-service needs across HR, IT, facilities, and other VA service domains - Architect and configure Employee Center Pro experiences including topic pages, campaigns, content targeting, portal branding, and service catalog integrations - Coordinate with HRSD, ITSM, and CMDB workstreams to ensure the portal experience aligns with underlying process and data models - Develop and maintain workstream plans, milestone tracking, risk logs, and status reporting cadences for program leadership and VA stakeholders - Facilitate design reviews, sprint ceremonies, and UAT sessions with VA product owners and end users - Drive knowledge base strategy and content governance in partnership with VA content owners - Identify and escalate blockers, scope changes, and dependency risks to the Program Manager in a timely manner - Mentor junior developers and administrators embedded in the Employee Center workstream - Ensure all portal deliverables meet Section 508 accessibility requirements and applicable VA digital standards Qualifications - 10+ years of ServiceNow implementation experience, with at least 2 years specifically in Employee Center or Service Portal development - Bachelor’s degree in Engineering, Computer Science, or related scientific / technical discipline. An additional 8 years of relevant experience can be substituted for the degree requirement for a total of 18+ YOE. - Demonstrated experience leading a ServiceNow workstream or functional area within a larger platform program - Hands-on proficiency in Employee Center Pro configuration: topic pages, campaigns, content targeting, branding, and service catalog integration - Strong understanding of ServiceNow Knowledge Management, the Now Platform UX framework, and foundational ITSM/HRSD data models - Experience working directly with client stakeholders to gather requirements, facilitate workshops, and drive consensus on design decisions - Ability to produce clear written deliverables — design documents, sprint plans, status reports — appropriate for a federal program environment Preferred Qualifications: - Active ServiceNow certifications (CSA required; CIS-HRSD, CIS-ITSM, or Employee Experience certifications strongly preferred) - Prior experience on federal civilian or VA programs, particularly in an IT modernization or ESOM context - Familiarity with Agile/SAFe delivery methodologies and working within a scaled platform program structure - Experience with Section 508 compliance testing and accessible UX design on the Now Platform - Background in knowledge management strategy, content governance, or information architecture - Exposure to integration patterns connecting Employee Center with external HR systems of record or identity providers 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.
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