Note: The job is a remote job and is open to candidates in USA. Kentro is a company dedicated to innovation and collaboration, seeking a Business Process Consultant to support their Veterans Affairs ESOM contract. The role involves bridging VA business stakeholders with ServiceNow delivery teams, translating complex process requirements into effective platform solutions.
Responsibilities
- Partner with VA stakeholders, product owners, and platform teams to elicit, document, and prioritize requirements across ServiceNow ITSM, ITOM, SPM, and platform operations
- Lead process discovery and gap analysis sessions, producing clear process maps, user stories, and acceptance criteria suitable for sprint execution
- Own and manage the product backlog in collaboration with the Scrum Master and development team, ensuring stories are well-defined and sprint-ready
- Actively participate in all Scrum ceremonies including sprint planning, daily standups, sprint reviews, and retrospectives, representing the business perspective throughout
- Translate business processes into functional specifications, workflow diagrams, and ServiceNow configuration requirements
- Validate delivered solutions against defined acceptance criteria and facilitate UAT with VA business stakeholders
- Identify opportunities for process optimization and platform-native automation within the VA ESM ServiceNow environment
- Serve as a subject matter expert (SME) on ServiceNow capabilities, advising stakeholders on platform-native solutions versus custom development
- Manage and communicate project status, risks, and dependencies across both technical and non-technical audiences
- Contribute to BA standards, templates, and documentation best practices in support of program-wide quality and consistency
Skills
- Bachelor's degree in Computer Science, Engineering, Math, or equivalent. 8 years of relevant experience may be substituted for the education requirement for a total of 13+ years of relevant experience
- 5 years of experience as a Business Process Consultant, Business Analyst, or equivalent role supporting enterprise IT platforms
- Hands-on experience working on ServiceNow implementations or enhancements across ITSM, SPM, and/or ITOM modules
- Strong Agile/Scrum experience including active participation in Scrum ceremonies, backlog management, and sprint execution
- Proven ability to write clear, testable user stories, acceptance criteria, and functional specifications
- Experience facilitating requirements workshops and process mapping sessions with senior stakeholders
- Strong working knowledge of ITIL frameworks and IT service management concepts
- Excellent verbal and written communication skills with demonstrated ability to translate between business and technical audiences
- Proficiency with tools such as Jira, Confluence, and diagramming tools (Lucidchart, Visio, or equivalent)
- Ability to obtain and maintain a VA Public Trust clearance
- US Citizen or Green card holder
- Willing and able to obtain and maintain Public Trust Clearance
- Must meet updated ID requirements
- ServiceNow Certified System Administrator (CSA) or equivalent platform familiarity sufficient to demo and validate configurations
- Certified Scrum Master (CSM), SAFe, or equivalent Agile certification
- ITIL Foundation v4 certification or higher
- Familiarity with CMDB, CSDM, or ITOM service mapping concepts
- Background in process improvement methodologies such as Lean or Six Sigma
- Prior experience on federal IT programs or within a VA or DHS enterprise ServiceNow environment
- Experience supporting enterprise-scale ServiceNow instances (10,000+ users)
Benefits
- Paid time off
- Healthcare benefits
- Supplemental benefits
- 401k including an employer match
- Discount perks
- Rewards
- Every employee is eligible for education reimbursement for certifications, degrees, or professional development. Reimbursement amounts may fluctuate due to IRS limitations.
- Flexibility for you to take a course, complete a certification, or other professional growth and networking
- Funds for activities – virtual and in-person – e.g., we host happy hours, holiday events, fitness & wellness events, and annual celebrations
- Host and attend charity galas/events
Company Overview