Remote Business Process Consultant; VA ESOM

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Kentro is hiring for a Remote Business Process Consultant to support the VA ESOM contract
. The Business Process Consultant (BPC) / Business Analyst (BA) serves as the primary bridge between VA business stakeholders and the ESOM Service Now delivery teams. Working across ITSM, CSM, ITOM, and the VA ESM platform, this role is responsible for eliciting and translating complex process requirements into well‑defined platform solutions, managing the product backlog in partnership with Scrum Masters and developers, and ensuring delivered capabilities align with validated business outcomes.

The ideal candidate brings 5-8 years of business analysis experience in enterprise Service Now environments and a working knowledge of ITIL frameworks, VA IT service management practices, and Agile delivery.

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

Compensation Range: The anticipated base salary range for this position is $125,000 –$145,000 annually and reflects Kentro’s good-faith expectations at the time of posting. Final compensation is determined based on the role’s requirements, relevant skills, experience, education, certifications, work location, applicable security clearance requirements, market conditions, internal equity, and contract requirements.

This Job Description reflects the primary duties of the role; however, it is not intended to be all‑inclusive. Team members may be asked to take on additional responsibilities in alignment with customer expectations, business needs, and Kentro’s culture of collaboration and adaptability.

• Partner with VA stakeholders, product owners, and platform teams to elicit, document, and prioritize requirements across ITSM, CSM, 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 Service Now 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 Service Now environment.
• Serve as a subject matter expert (SME) on Service Now 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.

• 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…