Remote ServiceNow Demand Manager

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 a remote ServiceNow Demand Manager to support Kentro's Veterans Affairs ESOM contract.

Responsibilities

• Own end-to-end demand management, including intake triage, demand qualification, and prioritization of incoming requests from distributed contractor teams and business stakeholders
• Facilitate the weekly intake and demand review board, driving decisions on prioritization, sequencing, and readiness before work is handed to delivery teams
• Manage and develop a Demand Analyst supporting intake operations, delegating triage and coordination tasks while retaining accountability for demand outcomes
• Parellelly with track leads and Scrum Masters to align demand flow with team capacity and sprint planning
• Maintain a defined intake process and demand pipeline, including status tracking, aging analysis, and reporting on throughput and bottlenecks
• Coooperate with process improvement and service quality functions to refine intake criteria, forms, and governance over time
• Serve as the primary point of contact for stakeholders submitting demand, managing expectations on prioritization and timelines
• Identify and escalate risks related to demand volume, capacity mismatches, or unqualified requests before they impact delivery
• Track costs, schedule, and performance progress associated with demand intake and provide regular status reporting to program leadership

Qualifications

• Bachelor's degree in Engineering, Computer Science, Systems, Business or related scientific or technical discipline OR an additional 8 years of relevant experience to be substituted for the degree requirement
• 10+ years of experience managing Information Technology related projects
• Well versed in project life cycle and project management methodologies
• Demonstrated experience tracking costs, schedule, and performance progress
• Demonstrated ability to identify and mitigate risks
• Experience managing demand, intake, or portfolio prioritization functions within an IT service delivery environment
• Experience working within a ServiceNow or comparable ITSM platform environment
• Experience leading or mentoring junior staff in an operational role

Preferred Qualifications

• ITIL v4 Foundation certification
• PMP or equivalent project management certification
• Familiarity with ServiceNow Strategic Portfolio Management (SPM) or IT Business Management (ITBM) modules
• Prior experience supporting a federal or VA program

Clearance Requirement

• US Citizen or Green card holder
• Willing and able to obtain and maintain Public Trust Clearance

Benefits

• 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
• 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.