ServiceNow Customer Experience (CX) Lead (VA ESOM)

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 an experienced ServiceNow Customer Experience (CX) Lead for Kentro's VA ESOM-End Point Support and Operations Monitoring contract across the United States. This role is responsible for driving the customer experience strategy for the ServiceNow platform while ensuring demand management, platform adoption, and service delivery align with the VA's mission needs. The CX Lead will work closely with platform teams, product owners, and business stakeholders to manage demand intake, improve the end-to-end customer journey, and ensure ServiceNow capabilities are effectively leveraged across the team. This role combines customer experience leadership, ServiceNow platform knowledge, and organizational change management (OCM) expertise to drive continuous improvement and adoption of enterprise service management capabilities.

Location: This position can be performed remotely within the United States and will support Eastern Time working hours.

Responsibilities

• Manage Demand Evaluation and Prioritization, ensuring intake requests are properly assessed, aligned with platform strategy, and routed to the appropriate delivery teams.
• Lead CX and OCM workstreams, coordinating cross-functional teams to improve platform adoption, usability, and service delivery.
• Drive strategic VA Enterprise Service Management (ESM) initiatives, including platform migrations, process improvements, and governance reviews.
• Provide guidance and support to Distributed Development teams on ServiceNow Demand and SDLC processes.
• Develop and maintain a CX strategy aligned with VA and ESM leadership direction.
• Analyze and improve end-to-end customer journeys to enhance usability and service effectiveness.
• Produce and present executive-level briefings and stakeholder reports to ESM leadership.
• Identify demand bottlenecks and process improvement opportunities, escalating risks, and recommending solutions.

Qualifications

• Bachelor's degree in Engineering, Computer Science, or related scientific or technical discipline; an additional 8 years of relevant experience may be substituted for the educational requirement for a total of 18+ YOE
• 10+ years in customer experience, organizational change management, or IT service management
• Experience supporting ServiceNow platform operations, demand management, or service delivery.
• Familiarity with ServiceNow Demand Management and SDLC processes.
• Strong project and stakeholder management skills; PMP or equivalent preferred.
• Experience implementing OCM methodologies (ADKAR, Kotter, Prosci, or equivalent).
• Excellent communication and stakeholder engagement skills in a federal contractor environment.

Preferred Qualifications:

• Active federal security clearance or public trust
• Experience in a federal IT environment
• Advanced problem-solving and analytical skills
• Impactful team player who looks to enable the team to the end goal

Clearance Requirement:

• Willing and able to obtain and maintain Public Trust Clearance
• Must meet updated ID requirements:
  • 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 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 .