Remote IT Problem Investigation Coordinator

Kentro; United States; Remote; USD 71,000 - 80,000; Full time

Benefits offered by this job

Healthcare benefits

401k with employer match

Disability and life insurance

Job summary

Kentro is seeking an IT System Investigation Coordinator to support the VA ESOM contract. This remote role within the United States emphasizes coordinating problem investigations and RCA activities across technical, product, support, and business teams.

The role requires strong analytical and communication skills, collaboration with SREs and SMEs, and the ability to drive corrective actions while maintaining clear documentation in RCA and ITSM systems.

Qualifications

• 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 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

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 elevate 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

Skills

Investigation coordination

Facilitation

Stakeholder management

Analytical thinking

Communication

Problem solving

Attention to detail

Education

Bachelor's degree in computer science or engineering or related technical discipline

8 years of additional relevant experience

Tools

ITSM tools

Systems of record

Job description

Kentro is seeking an IT System Investigation Coordinator to support the VA ESOM contract. This remote role within the United States emphasizes coordinating problem investigations and RCA activities across technical, product, support, and business teams.

The role requires strong analytical and communication skills, collaboration with SREs and SMEs, and the ability to drive corrective actions while maintaining clear documentation in RCA and ITSM systems.