Remote IT System Investigation Coordinator (VA ESOM)

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

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 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.

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 $71,000–$80,000 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

• 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.

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 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

Preferred Qualifications

• 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 elevate barriers when necessary.
• Familiarity with IT Service Management (ITSM), Problem Management, incident management, Root Cause Analysis, or similar investigative environments is preferred.

Clearance Requirement

• 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.

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 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.

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.

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

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.

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 [e-mail].