[Remote] Business Process Consultant / Business Analyst (VA ESOM)

Note: The job is a remote job and is open to candidates in USA. Kentro is a company committed to innovation and collaboration, seeking a Business Process Consultant/Business Analyst to support their Veterans Affairs ESOM contract. The role involves bridging VA business stakeholders and ServiceNow delivery teams, managing product backlogs, and ensuring alignment with business outcomes through effective requirement elicitation and process optimization.ResponsibilitiesPartner with VA stakeholders, product owners, and platform teams to elicit, document, and prioritize requirements across ITSM, CSM, ITOM, SPM, and platform operationsLead process discovery and gap analysis sessions, producing clear process maps, user stories, and acceptance criteria suitable for sprint executionOwn and manage the product backlog in collaboration with the Scrum Master and development team, ensuring stories are well-defined and sprint-readyActively participate in all Scrum ceremonies including sprint planning, daily standups, sprint reviews, and retrospectives, representing the business perspective throughoutTranslate business processes into functional specifications, workflow diagrams, and ServiceNow configuration requirementsValidate delivered solutions against defined acceptance criteria and facilitate UAT with VA business stakeholdersIdentify opportunities for process optimization and platform-native automation within the VA ESM ServiceNow environmentServe as a subject matter expert (SME) on ServiceNow capabilities, advising stakeholders on platform-native solutions versus custom developmentManage and communicate project status, risks, and dependencies across both technical and non-technical audiencesContribute to BA standards, templates, and documentation best practices in support of program-wide quality and consistencySkillsBachelor'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 experience5 years of experience as a Business Process Consultant, Business Analyst, or equivalent role supporting enterprise IT platformsHands-on experience working on ServiceNow implementations or enhancements across ITSM, CSM, and/or ITOM modulesStrong Agile/Scrum experience including active participation in Scrum ceremonies, backlog management, and sprint executionProven ability to write clear, testable user stories, acceptance criteria, and functional specificationsExperience facilitating requirements workshops and process mapping sessions with senior stakeholdersStrong working knowledge of ITIL frameworks and IT service management conceptsExcellent verbal and written communication skills with demonstrated ability to translate between business and technical audiencesProficiency with tools such as Jira, Confluence, and diagramming tools (Lucidchart, Visio, or equivalent)Ability to obtain and maintain a VA Public Trust clearanceUS Citizen or Green card holderWilling and able to obtain and maintain Public Trust ClearanceMust meet updated ID requirementsServiceNow Certified System Administrator (CSA) or equivalent platform familiarity sufficient to demo and validate configurationsCertified Scrum Master (CSM), SAFe, or equivalent Agile certificationITIL Foundation v4 certification or higherFamiliarity with CMDB, CSDM, or ITOM service mapping conceptsBackground in process improvement methodologies such as Lean or Six SigmaPrior experience on federal IT programs or within a VA or DHS enterprise ServiceNow environmentExperience supporting enterprise-scale ServiceNow instances (10,000+ users)BenefitsWe offer competitive benefits package including paid time off, healthcare benefits, supplemental benefits, 401k including an employer match, discount perks, rewards, and more.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.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.Company OverviewKentro is an IT solutions company that offers infrastructure modernization, big data, cybersecurity, and human capital management services. It was founded in undefined, and is headquartered in Mclean, Virginia, USA, with a workforce of 501-1000 employees. Its website is https://kentro.us.