[Hiring] HAM Technical Field Implementation Specialist @Kentro

Role Description

The HAM Technical Field Implementation Specialist serves as a trusted advisor for Department of Veterans Affairs (VA) field organizations as they transition to ServiceNow Hardware Asset Management (HAM) as the enterprise system of record. The Specialist leads change management at the site level, training field staff on new processes, tools, and expectations while maintaining operational continuity.

Kentro configured ServiceNow HAM for the VA, and this role is central to translating that configuration into consistent, policy-aligned practice in the field. The Specialist interprets VA asset management policy and directives, advises end users on compliant processes, and resolves complex and non-standard issues through root cause analysis and technical research, including issues involving device operating systems and how endpoint data is reflected in hardware asset records. The Specialist prioritizes incoming requests, tests and refines guidance to ensure end users receive accurate direction, and documents best practices that strengthen adoption and data quality across the enterprise.

Responsibilities

• Change Management and Adoption:
  • Lead site-level change management activities that prepare field staff to adopt ServiceNow HAM, including readiness assessments, targeted communications, and reinforcement of new processes.
  • Identify adoption barriers and sources of resistance, and partner with the Change Management team to develop targeted interventions that sustain behavior change.
  • Deliver training, coaching, and just-in-time support so field staff can independently navigate ServiceNow HAM, submit requests, and track status.
  • Reinforce job aids, standard operating procedures, and training materials, and recommend updates based on field feedback and observed adoption trends.
  • Monitor adoption indicators and field sentiment, escalating risks and recommending course corrections to program leadership.
• Policy Interpretation and Compliance:
  • Interpret VA and federal asset management policies, directives, and procedures, and translate requirements into clear, actionable guidance for field staff.
  • Ensure field practices and ServiceNow HAM usage align with applicable policy, identifying gaps and recommending corrective actions.
  • Advise stakeholders on how policy applies to non-standard scenarios, documenting interpretations to promote consistency across sites.
• Client Relationships and Field Engagement:
  • Build and sustain trusted relationships with VA field stakeholders.
  • Select the most effective communication channel (e.g., chat, email, phone, or virtual meeting) based on issue urgency and stakeholder needs.
  • Prioritize field requests, change management activities, and programmatic tasks based on urgency, operational impact, and site needs.
  • Manage stakeholder expectations and provide proactive, timely updates through issue resolution.
• Technical Issue Research and Resolution:
  • Conduct root cause analysis and investigative research to resolve standard and non-standard asset, inventory, and ServiceNow HAM issues.
  • Apply working knowledge of device operating systems (e.g., Windows, macOS, iOS, and Android) to diagnose issues with device identification and discovery, explain how endpoint data populates hardware asset records, and advise on operating system considerations that affect asset lifecycle decisions.
  • Test, validate, and iterate on resolution approaches and end-user guidance within ServiceNow to confirm accuracy before broader dissemination.
  • Escalate configuration defects and enhancement opportunities to the appropriate technical teams with clear supporting documentation.
• Inventory and Asset Process Support:
  • Support field inventory activities and reconciliation in ServiceNow HAM across the hardware asset lifecycle, from receipt through disposition.
  • Apply standardized asset processes consistently across field sites to strengthen data accuracy, accountability, and audit readiness.
• Documentation and Best Practices:
  • Document best practices and policy interpretations aligned to the ServiceNow HAM environment configured for the VA.
  • Develop and maintain knowledge articles and reference materials that enable field staff to complete tasks independently and consistently.
  • Capture lessons learned and field insights to inform continuous improvement of processes, training, and platform configuration.

Qualifications

• Bachelor’s degree in business, computer science or technical discipline is required (8 years of additional relevant experience may be substituted for education).
• 5+ years of experience in relationship management, change management, and/or IT asset management operations.
• Working knowledge of IT hardware asset lifecycle activities, such as receiving, inventory, and disposition.
• Demonstrated experience leading organizational change, including stakeholder engagement, communications, training, and adoption reinforcement.
• Demonstrated ability to interpret policies, regulations, or directives and apply them to ensure operational alignment.
• Working knowledge of common device operating systems and their relationship to hardware asset data.
• Proven ability to independently research, test, and resolve non-standard issues.
• Strong written and verbal communication skills, including the ability to explain technical processes to non-technical audiences and produce clear, accurate documentation.
• Sound judgment in managing competing requests across multiple stakeholders and sites.
• Strong attention to detail and the ability to consistently follow standardized procedures.
• Experience operating within large, complex, and regulated organizations, preferably federal or federal-adjacent.

Preferred Qualifications

• Experience with ServiceNow HAM, HAM Pro, or the Hardware Asset Workspace.
• Experience supporting end users through a system implementation, rollout, or hypercare period.
• Familiarity with federal property management and equipment accountability requirements.
• Experience supporting inventory reconciliation or physical asset audits.
• Prior experience supporting the Department of Veterans Affairs or another federal health or civilian agency.
• Active ServiceNow certifications such as Certified System Administrator (CSA).

Requirements

• 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, and 401k including an employer match.
• Education reimbursement for certifications, degrees, or professional development.
• Flexibility for professional growth and networking opportunities.
• Activities to foster team bonding, including virtual and in-person events.
• Commitment to a positive workspace that encourages creativity and innovation.