Remote HAM Technical Field Implementation Specialist (VA ESOM)

About this role

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 HAM Technical Field Implementation Specialist to support the VA ESOMcontract. The HAM Technical Field Implementation Specialistserves 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.
Location: Remote - This position can be performed remotely within the United States and will support Eastern Time working hours.
Compensation Range: The anticipated base salary range for this position is $70,000 –$120,000 annually and reflects Kentro’s good-faith expectations at the time of posting. Final compensation is determined based on the role’s requirements, relevant skills, experience, education, certifications, work location, applicable security clearance requirements, market conditions, internal equity, and contract requirements.
This Job Description reflects the primary duties of the role; however, it is not intended to be all‑inclusive. Team members may be asked to take on additional responsibilities in alignment with customer expectations, business needs, and Kentro’s culture of collaboration and adaptability.

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…