Overview

Kentro is hiring for ServiceNow Citizen Developer - Virtual Agent & Automation to support Kentro's VA ESOM contract.

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

Salary Range: The salary for this position is between $115,000 - $125,000 annually. Factors affecting pay within this range may include geography/market, skills, education, experience, and other qualifications of the successful candidate.

Responsibilities

• Design, develop, and deploy Virtual Agent conversations, decision trees, and automated workflows to resolve common ESD use cases without human intervention.
• Collaborate with ESD operations, service owners, and process SMEs to identify high-value automation opportunities that reduce call/chat volume.
• Serve as a Citizen Developer within the ServiceNow ecosystem, leveraging low-code/no-code tools to rapidly deliver new capabilities.
• Build and maintain self-service flows, request automation, and knowledge-connected experiences that improve end-user satisfaction.
• Configure and enhance platform capabilities including Flow Designer, Integration Hub, Virtual Agent Designer, and Service Catalog components.
• Conduct usability testing, validate functional requirements, and ensure solutions align with ESD and VA enterprise architecture standards.
• Analyze deflection metrics, automation performance, and Virtual Agent utilization to drive continuous optimization.
• Document requirements, workflows, testing results, deployment notes, and end-user instructions.
• Partner with platform engineers and ServiceNow administrators to ensure governance, compliance, and adherence to configuration best practices.
• Support change management activities, including training, demos, release planning, and communication to ESD stakeholders.
• Ensure all automation and Virtual Agent solutions meet VA security, accessibility, and technical compliance standards.

Qualifications

• Bachelor's degree in Information Systems, Computer Science, Business, Engineering, or related field (or equivalent work experience).
• 8+ years of experience with ServiceNow or other enterprise ITSM/automation platforms.
• Hands-on experience with low-code/no-code development, workflow automation, or Virtual Agent design.
• Understanding of contact center operations and deflection strategies.
• Strong analytical skills with the ability to analyze ticketing patterns and identify automation opportunities.
• Ability to work collaboratively across teams and communicate technical solutions to non-technical stakeholders.
• Experience creating functional requirements, process documentation, and/or user stories.

Preferred Qualifications:

• Experience supporting VA, federal agencies, or large enterprise-scale service desks.
• ServiceNow certifications such as CSA (Administrator), CAD (Application Developer), or Micro-Certifications in Virtual Agent or Flow Designer.
• Familiarity with ITIL processes, especially Incident, Request, Knowledge, and Change Management.
• Experience developing chatbots, AI-driven workflows, or knowledge-connected automation.
• Understanding of ServiceNow governance and platform development best practices.

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

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.

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 [email protected] 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 [email protected].

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