Remote IT System Investigation Coordinator (VA ESOM)

Kentro • UNAVAILABLE, UNAVAILABLE

5d • Remote

About The Position

Kentro is hiring for an IT System Investigation Coordinator to support the VA ESOM contract. The System Administrator, Senior is responsible for coordinating and driving Problem Management investigations from initiation through completion. Working as part of a cross-functional Problem investigation team, this role brings together the people, information, and activities necessary to understand complex Problems, identify contributing factors and impacts, develop appropriate corrective actions, and maintain progress toward resolution. The IT System Investigation Coordinator works closely with Site Reliability Engineers (SREs), Problem Records Analysts, product and support teams, and other subject matter experts. While the role does not serve as the primary technical investigator, it requires sufficient technical understanding to effectively facilitate investigations, identify information gaps, ask meaningful questions, and connect technical findings with business, operational, and user impacts. This position can be performed remotely within the United States and will support Eastern Time working hours. The anticipated base salary range for this position is $71,000–$80,000 annually. 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.

Requirements

• Bachelor's degree in computer science, electronics engineering or other engineering or technical discipline OR 8 years of additional relevant experience may be substituted for education
• 5 years of relevant experience
• Adapt to changing priorities with strong analytical, problem-solving, communication skills and sharp attention to detail.
• Effective communication, collaboration, organization, and coordination and across multiple levels to ensure consistent and unified messaging in large organizations
• Experience in conducting standard IT system administration activities and recording meaningful data in systems of record or ITSM tools
• US Citizen or Lawful Permanent Resident (Green Card)
• Willing and able to obtain and maintain Public Trust Clearance
• Must meet updated ID requirements: https://www.gsa.gov/technology/it-contract-vehicles-and-purchasing-programs/federal-credentialing-services/get-appointment-help/bring-required-documents
• 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.

Nice To Haves

• Strong investigation coordination, facilitation, and stakeholder-management skills.
• Demonstrated ability to organize and drive complex work across multiple teams without direct authority.
• Strong critical-thinking and information-gathering skills, including the ability to identify gaps, inconsistencies, and unanswered questions and determine appropriate follow-up.
• Ability to quickly learn unfamiliar business processes, systems, and technical concepts sufficiently to facilitate effective investigation.
• Comfortable working directly with engineers, technical SMEs, product teams, operational teams, and business stakeholders.
• Strong ability to synthesize information from multiple sources and maintain a clear understanding of investigation status, findings, outstanding needs, and next steps.
• Ability to understand and articulate the business, operational, service, and user impacts associated with technical Problems.
• Strong written and verbal communication skills, including the ability to facilitate complex discussions and communicate effectively across technical and non-technical audiences.
• Strong organizational skills and ability to manage multiple investigations, priorities, dependencies, and deadlines simultaneously.
• Sound judgment and demonstrated ability to maintain follow-through, appropriately challenge incomplete information, and escalate barriers when necessary.
• Familiarity with IT Service Management (ITSM), Problem Management, incident management, Root Cause Analysis, or similar investigative environments is preferred.

Responsibilities

• Coordinate and drive day-to-day Problem and Root Cause Analysis (RCA) investigation activities across technical, product, support, and business stakeholders.
• Establish and maintain investigation plans, priorities, timelines, meetings, actions, dependencies, and follow-up activities.
• Identify the information, subject matter expertise, system access, documentation, and other resources necessary to progress investigations and coordinate their collection.
• Facilitate investigation meetings and working sessions, ensuring open questions, decisions, actions, and next steps are clearly understood and followed through.
• Identify gaps, inconsistencies, unanswered questions, and areas requiring additional investigation or clarification.
• Build and maintain effective working relationships with product teams, support organizations, technical SMEs, and other stakeholders necessary to support investigations.
• Gather and synthesize information regarding business, operational, service, and user impacts to help establish the broader significance and scope of Problems.
• Partner with SREs and technical SMEs to understand technical findings and ensure investigation activities address identified questions and gaps.
• Develop and coordinate process, operational, and business-oriented recommendations and corrective actions that complement technical remediation identified through the investigation.
• Work with Problem Records Analysts to ensure investigation findings, impacts, decisions, recommendations, and corrective actions are accurately represented in RCA and Problem documentation.
• Review investigation outputs to identify missing context, inconsistencies, or areas requiring clarification prior to completion.
• Identify relationships among incidents, active Problems, known errors, recurring conditions, and other relevant information that may indicate broader or systemic issues.
• Track corrective actions, ownership, dependencies, and investigation progress and escalate barriers or unresolved needs as appropriate.
• Coordinate multiple concurrent Problem investigations while maintaining appropriate organization, stakeholder engagement, and momentum.
• Use approved AI-assisted tools, where appropriate, to support research, information synthesis, pattern identification, and investigation coordination while independently reviewing and validating outputs.

Benefits

• paid time off
• healthcare benefits
• supplemental benefits
• 401k including an employer match
• discount perks
• rewards
• education reimbursement for certifications, degrees, or professional development
• funds for activities – virtual and in-person – e.g., we host happy hours, holiday events, fitness & wellness events, and annual celebrations
• charity galas/events

What This Job Offers

• Job Type: Full-time
• Career Level: Senior