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 an experienced ServiceNow Certified Technical Architect to fill a vacant position overseeing the Operations team on our VA ESOM program. In this role, you will provide technical oversight across incident triage, system administration, and change and release management. You will also serve as the primary liaison to ServiceNow's HIWave Support and proactively identify opportunities to improve and automate operational processes, reducing manual load and increasing team efficiency across the program. Location: REMOTE-This position can be performed remotely within the United States and will support Eastern Time working hours. Responsibilities Technical Oversight & Operations • Provide technical oversight and architectural leadership across incident triage, system administration, and change and release management functions. • Define and enforce operational standards, runbooks, and configuration baselines to ensure platform stability and compliance with VA governance policies. • Lead architectural reviews of operational changes, assessing platform impact and risk before implementation. • Identify opportunities for process improvements and automations that reduce operational burden and increase throughput across the project. ServiceNow Support Integration & Troubleshooting • Serve as the primary liaison to ServiceNow's HIWave Support, assisting platform support developers to submit cases, escalate issues, and troubleshoot complex ServiceNow platform-related challenges. • Provide support for identifying and addressing post-deployment issues or defects identified during testing or live production. • Expertise in troubleshooting ServiceNow incidents and defects and coordinating resolution across operations and development teams. Technical Leadership & Escalation • Act as a technical escalation point for developers, system administrators, and product owners, providing mentorship, guidance, and expertise. • Collaborate with platform and development teams to align operational practices with broader enterprise architecture and delivery goals. • Maintain strong collaborative relationships with internal platform support and development teams, fostering a culture of technical excellence. • Define platform roadmaps and integration patterns in support of long-term operational scalability. • Partner with governance boards and senior stakeholders to surface operational risks and recommend platform enhancements. #LI-BW1 Qualifications Mandatory Requirements • ServiceNow Certified Technical Architect (CTA) or equivalent advanced ServiceNow certification(s). • Experience working with or for government agencies, preferably the Department of Veterans Affairs (VA). • Active T4 Public Trust clearance or the ability to obtain it. Technical Expertise and Experience • 8+ years of experience in ServiceNow development, architecture, and platform governance. • Advanced technical knowledge of ServiceNow core modules (e.g., ITSM, ITOM, ITBM) and familiarity with customizations and integrations. • Proven ability to review and ensure compliance with ServiceNow platform best practices, standards, and policies in a federal environment. • Expertise in troubleshooting ServiceNow incidents and defects, as well as escalation with ServiceNow vendor support (HIWave). Project Management & Communication • Strong skills in pre-screening and analyzing project demands to assess feasibility, technical complexity, and platform impact. • Experience drafting and implementing workflows, processes, and solutions as a technical architect. • Exceptional interpersonal, written, and verbal communication skills to foster collaboration with distributed teams. Additional Preferred Qualifications • Hands-on experience with Agile and/or ITIL frameworks. • Advanced configuration knowledge with the ServiceNow SDLC module. • Familiarity with VA regulations, IT governance models, and software standards. Preferred Skills • Advanced problem-solving and analytical skills. • Impactful team player who looks to enable the team toward the end goal. 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.