Remote IT System Investigation Coordinator; VA ESOM

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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.

• 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…