ServiceNow Certified Technical Architect — Demand/Intake and Monitoring/Performance

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 support our VA ESOM program across both Demand/Intake and Monitoring/Performance functions. This full\-time role addresses a critical gap identified by the client: current part\-time coverage across these two areas has left the broader architect team stretched thin. You will evaluate incoming demands while also maintaining oversight of platform performance and health, ensuring that new work entering the pipeline does not compromise platform stability. Location: REMOTE\-This position can be performed remotely within the United States and will support Eastern Time working hours.

Responsibilities:

Technical Oversight \& Review

• Lead demand pre\-screening activities, including reviewing work required, definition of done, readiness of project requirements, and technical complexity.
• Validate that technical requirements are complete and align with VA guidelines and ServiceNow platform standards before work enters the delivery pipeline.
• Ensure incoming demands align with the overall health and performance posture of the platform, flagging potential conflicts before they become delivery risks.
• Conduct code reviews of Distributed Development team deliverables prior to entry into the SDLC, ensuring adherence to government\-mandated technical standards and VA platform governance policies.

Monitoring \& Platform Health

• Oversee performance monitoring activities, identifying degradation trends and partnering with operations teams to address root causes.
• Maintain platform health baselines and use monitoring data to inform intake decisions and architectural guidance.
• Provide technical leadership ensuring platform architecture aligns with ITSM, ITOM, and other ServiceNow modules.

Technical Leadership \& Escalation

• Act as a technical escalation point for developers and product owners, providing mentorship, guidance, and expertise.
• Collaborate with product owners and development teams to address roadblocks, offer strategic recommendations, and ensure alignment with overall enterprise architecture.
• Maintain strong collaborative relationships with internal platform support and development teams, fostering a culture of technical excellence.
• Partner with governance boards and senior stakeholders to analyze business processes and recommend platform enhancements.

ServiceNow Support \& Troubleshooting

• Assist platform support developers in submitting cases, escalating issues, and troubleshooting complex ServiceNow platform challenges through HIWave Support.
• Provide support for identifying and addressing post\-deployment issues or defects identified during testing or live production.

\#LI\-JG1

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 \& VEVRAAKentro 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.