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.

The Demand Manager owns the demand management function for the ServiceNow program, serving as the program's front door for incoming work from more than 20 distributed contractor teams building on the platform. This role is responsible for intake triage, demand qualification, and prioritization ahead of the sprint, coordinating closely with track leads and delivery teams to ensure that qualified, well-shaped demand flows into the backlog in a predictable and governed way. The Demand Manager leads a small team, including a Demand Analyst, and is accountable for the health and throughput of the intake and demand review process across the program.

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

Compensation Range: The salary for this position is between $155-175K/annually. Factors affecting pay within this range may include geography/market, skills, education, experience, and other qualifications of the successful candidate.

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
• Partner 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
• Coordinate 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:

• Willing and able to obtain and maintain Public Trust Clearance
• Must meet updated ID requirements:
  • 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

The Company

We believe in generating success collaboratively, enabling long-term mission success, and building trust for the next challenge. With you as our partner, let's solve challenges, think innovatively, and maximize impact. As a valued member of our team, you have the unique opportunity to work in a diverse range of technology and business career paths, all while supporting our nation and delivering innovative technology solutions. We are a close community of experts that pride ourselves on creating an environment defined by teamwork, dedication, and excellence.

We hold three ISO certifications (27001:2013, 20000-1:2011, 9001:2015), two CMMI ML 3 ratings (DEV and SVC) and CMMC Level 2 Certification.

Industry Recognition

Growth | Inc 5000's Fastest Growing Private Companies, DC Metro List Fastest Growing; Washington Business Journal: Fastest Growing Companies, Top Performing Small Technology Companies in Greater D.C.

Culture | Northern Virginia Technology Council Tech 100 Honoree; Virginia Best Place to Work; Washington Business Journal: Best Places to Work, Corporate Diversity Index Winner - Mid-Size Companies, Companies Owned by People of Color; Department of Labor's HireVets for our work helping veterans transition; SECAF Award of Excellence finalist; Victory Military Friendly Brand; Virginia Values Veterans (V3); Cystic Fibrosis Foundation Corporate Breath Award

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.

Commitment 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. We have developed comprehensive policies and procedures to ensure our hiring practices align with these requirements.

As part of our VEVRAA compliance efforts, Kentro has established an equal opportunity plan outlining our commitment to recruiting, hiring, and advancing protected veterans. This plan is regularly reviewed and updated to ensure its effectiveness.

We encourage protected veterans to self-identify during the application process. This information is strictly confidential and will only be used for reporting and compliance purposes as required by law. Providing this information is voluntary and will not impact your employment eligibility.

Our commitment to equal employment opportunity extends beyond legal compliance. We are dedicated to fostering an inclusive workplace where all employees, including protected veterans, are treated with dignity, respect, and fairness.

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 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 .

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