Kentro · 9 hours ago
Remote Technical ServiceNow Project Manager (VA ESOM)
United States
Full-time
Remote
Senior Level, Lead/Staff
10+ years expKentro is a company focused on innovation and collaboration, seeking an experienced ServiceNow Technical Project Manager to lead the Department of Veterans Affairs' ServiceNow ITSM module operations. The role involves overseeing cross-functional teams, managing project delivery, and ensuring platform stability while applying Agile principles and ITIL best practices.
Information Technology & Services
No H1B
U.S. Citizen Only
Responsibilities
Lead and coordinate planning, execution, and delivery of ServiceNow ITSM projects and platform operations
Oversee multiple scrum teams (Scrum Masters, BAs, developers, admins) to ensure cohesive and timely delivery of features, updates, and operational improvements
Serve as the primary technical point of contact for the ITSM module (Incident, Problem, Change, Knowledge, Request Management) and other ServiceNow Platform services
Manage and prioritize the backlog, scope changes, risks, and dependencies across interconnected workstreams
Collaborate with platform administrators on ongoing operations including incident triage, change management coordination, performance monitoring, and SLA/OLA tracking
Oversee platform lifecycle activities, including release coordination, upgrades, and operational readiness to ensure platform stability and alignment with organizational priorities
Facilitate performance reporting, metrics tracking, and dashboards to provide visibility into ITSM effectiveness and platform health
Establish and drive platform governance, best practices, standards, and operational metrics to support consistent delivery and continuous improvement
Facilitate Agile ceremonies, release planning, sprint reviews, and retrospectives with distributed teams
Communicate status, escalations, risks, and performance to stakeholders and leadership, including recommendations for mitigation and refinement strategies
Ensure alignment with ITIL v3/v4 principles and VA standards for service delivery and platform stability
Mentor and support team members to strengthen technical and operational capabilities within the ServiceNow ecosystem
Qualification
Required
Bachelor's degree in Computer Science, Engineering, Information Systems, or related technical field (or equivalent experience)
10+ years of professional experience in IT or project management, with at least 7 years of hands-on experience managing ServiceNow platform initiatives, including ITSM modules and platform operations
Proficiency with ServiceNow platform with deep knowledge of ITSM modules (Incident, Problem, Change, Request, Knowledge) and familiarity with CMDB and performance/monitoring tools
ServiceNow CSA (Certified System Administrator)
Demonstrated experience leading Agile teams in an enterprise environment; familiarity with Scrum, Kanban, or hybrid methodologies
Strong understanding of ITIL best practices and how they apply to service delivery and support workflows
Proven ability to manage competing priorities, define project governance, and drive cross-team collaboration
Exceptional verbal and written communication skills with the ability to translate technical concepts for non-technical stakeholders
Experience in federal government environment
US Citizen or Green card holder
Willing and able to get a Public Trust Suitability clearance
Must meet updated ID requirements: Bring required documents | GSA
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
Preferred
Additional ServiceNow Certifications (e.g., CIS-ITSM, Implementation Specialist)
Agile Scrum Certifications (CSM, Advanced-CSM)
Familiarity with platform integration approaches (REST/SOAP APIs, MID Server)
Familiarity with federal IT governance frameworks and compliance (e.g., FISMA, NIST guidance) is a plus
Benefits
Paid time off
Healthcare benefits
Supplemental benefits
401k including an employer match
Discount perks
Rewards
Education reimbursement for certifications, degrees, or professional development
Company
Kentro
IT Concepts has transformed into Kentro - your center for innovation, excellence, and growth.
501-1000 employees
Funding
Current Stage
Late StageCompany data provided by crunchbase