[Hiring] HAM Activations Specialist @Kentro

Role Description

Kentro is hiring for a HAM Activations Specialist to support the VA ESOM contract. The Activations Specialist supports the Activations team within the HAM program in support of the Department of Veterans Affairs. Working predominantly in ServiceNow, this role builds and maintains the reports, dashboards, and documentation the team needs as it matures on the new platform. The individual will analyze Activation project data to surface inconsistencies and risks, and will translate those findings into clear presentations that help the APMO Director brief Senior Management. The role also serves as a floater, covering for technicians during absences to reduce service disruption and single points of failure.

Responsibilities

• ServiceNow Reporting & Dashboards:
  • Build, maintain, and enhance ServiceNow reports and dashboards to meet the team's ongoing and growing reporting needs.
  • Translate leadership and team questions into accurate, repeatable reporting views within the platform.
  • Ensure reports reflect current processes and data structures following the move to the new platform.
• Data Analysis & Risk Identification:
  • Analyze ServiceNow data to identify inconsistencies, gaps, and data quality issues.
  • Identify and communicate risks to Activation projects before they affect schedule or service delivery.
  • Recommend corrective actions and coordinate follow-up with the appropriate team members.
• Leadership Briefing Support:
  • Develop presentations for leadership based on ServiceNow reports and data analysis.
  • Help the APMO Director prepare clear, concise briefings for Senior Management.
  • Summarize trends, risks, and progress in plain language suited to an executive audience.
• Activations Documentation & Knowledge Management:
  • Update outdated SOPs, Knowledge Articles, and how-to guides to reflect current processes on the new platform.
  • Identify gaps in the documentation library and create new materials where none exist.
  • Formalize process knowledge to prevent loss or siloing as the team grows or experiences turnover.
• Technician Coverage:
  • Serve as a floater to cover technician responsibilities during absences, maintaining service continuity.
  • Reduce single points of failure by maintaining working knowledge of core technician processes.
  • Free existing staff to focus on primary duties by absorbing documentation and reporting work.

Qualifications

• Bachelor's degree in Business, Computer Science, Engineering, Math, or related field (8 years of additional relevant experience may be substituted for education).
• 5+ years of supporting data analysis, including identifying inconsistencies, trends, and risks.
• 2+ years of proven experience writing and maintaining SOPs, Knowledge Articles, or how-to guides.
• Experience working in ServiceNow or a similar platform.
• Ability to build clear, professional presentations for leadership audiences.
• Experience supporting clients, technicians, or field service operations.
• Experience operating within large, complex, and regulated organizations, preferably federal or federal-adjacent.
• Strong written and verbal communication skills, with the ability to work independently and adapt to shifting priorities.
• Proficiency in Microsoft Office products, including Word, Excel, and PowerPoint.

Preferred Qualifications

• Experience with ServiceNow HAM, HAM Pro, or the Hardware Asset Workspace.
• Experience building ServiceNow reports and dashboards.
• Experience supporting a newly formed team or a platform transition.
• Knowledge of ITIL-aligned processes and knowledge management practices.
• Prior experience supporting the Department of Veterans Affairs or another federal agency.
• Active ServiceNow certifications such as Certified System Administrator (CSA) are a plus.

Clearance Requirement

• US Citizen or Lawful Permanent Resident (Green Card).
• Willing and able to obtain and maintain Public Trust Clearance.
• Must meet updated ID requirements.

Benefits

• Competitive benefits package including paid time off, healthcare benefits, supplemental benefits, 401k including an employer match, discount perks, rewards, and more.
• Education reimbursement for certifications, degrees, or professional development.
• Flexibility for professional growth and networking opportunities.
• Funds for activities – virtual and in-person, e.g., happy hours, holiday events, fitness & wellness events, and annual celebrations.
• Commitment to a positive workspace for creativity, innovation, and happiness.