Note: The job is a remote job and is open to candidates in USA. Kentro is a company dedicated to innovation and collaboration, seeking a Program Support Analyst to join their team. This role involves supporting the leadership team of a large-scale ServiceNow operations program by managing contractual deliverables, facilitating program briefings, and coordinating cross-functional meetings.
Responsibilities
- Collaborates with a variety of stakeholders, inclusive of technical staff, corporate support, program leadership, and subcontractor leadership to support program initiatives
- Responsible for the facilitation of contractual deliverables, managing the process and collaborating with stakeholders to ensure inputs are provided by defined milestones
- Supports the facilitation of program briefings and documents; collaborating with leadership to compile and finalize project artifacts ensuring consistency in messaging, formatting, and delivery readiness
- Schedules, organizes, and facilitates cross-functional meetings and workshops, ensuring agendas are clear, participants are prepared, and outcomes are actionable
- Leads the execution of program events, such as off-site and remote meetings; responsible for location reservations, invites and participation confirmation, hospitality, and briefing development
- Leverages best practices to provide program management support to high-priority projects, inclusive of meeting planning and execution, communications, documentation development, and status reporting
- Captures and distributes meeting minutes, decisions, and action items, to include monitoring progress and following up to ensure accountability and closure
- Supports demand intake coordination, including tracking incoming requests, maintaining intake documentation, and following up with requestors and delivery teams to keep items moving through the governance process
- Supports the development of knowledge management tools to create and store program artifacts to ensure operational consistency
- Exhibits extensive attention to detail, serving as secondary support for program reporting; assisting with data reconciliation, dashboard and report maintenance, and reporting governance
- Assists leadership with financial reconciliations, such as time charging resolution, working with Leads to validate charging for holidays, shift work, and on-call events
- Develops and finalizes standard operating procedures; may provide supplemental process development support across platform support, platform health, and service quality workstreams
- Provides project oversight for customer-initiated requests, such as tool automations to enhance program operations and performance
- Ability to support other duties, as assigned
Skills
- Bachelor's Degree in Engineering, mathematics, business administration
- 5 years of general program/project management experience, with prior exposure to scope, schedule, and budgeting concepts
- Experience monitoring program/project progress and status, with the ability to identify performance issues and risks
- Cross-functional facilitation experience, with the ability to influence a variety of stakeholders to drive consensus and progress
- Experience with MS Office Suite (Project, Excel, SharePoint, PowerPoint, Word) and other project planning tools such as Visio
- Quick learner with integrity/honesty, good communication (verbal and written), and interpersonal skills
- Comfortable working in a dynamic, fast-paced environment
- Ability to manage multiple, competing priorities and stakeholders with professionalism and discretion
- Strong problem-solving, coaching, and teamwork skills
- Experience supporting a federal client
- US Citizen or Green card holder
- Willing and able to obtain and maintain Public Trust Clearance
- Must meet updated ID requirements
- Familiarity with the ServiceNow platform as an end user or reporting consumer (dashboards, Performance Analytics, catalog requests)
- Experience supporting an IT service management or platform operations program
- Prior experience with data reporting solutions such as Power BI/Power Apps
- Understanding of government LCATs and contractual compliance
- Bachelor's Degree in an Information Technology or Management discipline
Benefits
- Paid time off
- Healthcare benefits
- Supplemental benefits
- 401k including an employer match
- Discount perks
- Rewards
- Every employee is eligible for education reimbursement for certifications, degrees, or professional development. Reimbursement amounts may fluctuate due to IRS limitations.
- Flexibility for you to take a course, complete a certification, or other professional growth and networking
- Funds for activities – virtual and in-person – e.g., we host happy hours, holiday events, fitness & wellness events, and annual celebrations
- Host and attend charity galas/events
Company Overview