Remote Problem Records Analyst (VA ESOM)

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 a Problem Records Analyst to support the VA ESOM contract. The Problem Records Analyst supports enterprise Problem Management and Root Cause Analysis (RCA) activities by developing, maintaining, and refining the formal documentation and records produced throughout an investigation. Working alongside Site Reliability Engineers (SREs), Investigation Coordinators, and technical and business stakeholders, this role transforms complex investigation findings into clear, accurate, structured, and actionable RCA documentation. 
 
The ideal candidate is a strong technical writer who can work confidently with technical subject matter experts to synthesize information from multiple sources and translate complex findings for both technical and non-technical audiences. The role requires sufficient technical fluency to understand investigation discussions, ask clarifying questions, and accurately represent technical findings.

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 $64,500 –$77,500 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. 

• Participate throughout the Problem and RCA investigations to capture relevant technical, operational and user impact information.
• Gather, organize, synthesize, and maintain information from investigation meetings, technical findings, incident records, SMEs, documentation, and other sources.
• Draft and refine problem statements, root cause narratives, technical and procedural recommendations, corrective actions, and other components of formal RCA documentation.
• Translate complex technical findings into clear, concise, and accurate written content appropriate for technical teams, stakeholders, and leadership audiences.
• Partner with SREs and Investigation Coordinators to clarify findings, resolve documentation gaps, and ensure RCA content accurately reflects the investigation and supporting evidence.
• Develop executive summaries, leadership facing material, and other communications based on completed investigation findings.
• Support identification and documentation of recurring themes, related problem records, known errors, and reusable organizational knowledge.
• Use supported AI assisted tools to support drafting, summarization, content organization, and editorial review while independently validating outputs for accuracy.

• 4 years of relevant experience
• Strong technical writing and editing skills, particularly the ability to convert complex technical information into clear, structured, audience appropriate documentation.
• Demonstrated ability to synthesize information from multiple sources and contributors into a coherent written product.
• Strong attention to detail and editorial judgment, including accuracy, consistency, clarity, tone, terminology, and completeness.
• Ability to identify documentation gaps, inconsistencies, ambiguous statements, or areas requiring clarification and work with appropriate SMEs to resolve them.
• Strong organizational and information management skills, including maintaining structured records and traceability across related information.
• Experience with technical documentation, RCAs, ISTM/Problem Management records, knowledge management, incident documentation, or similar work is beneficial.
• Familiarity with ITSM platforms such as ServiceNow and structures data standards, taxonomies, or knowledge management practices is beneficial.

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. 

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.

We hold three ISO certifications (27001:2013, 20000-1:2011, 9001:2015), two CMMI ML 3 ratings (DEV and SVC) and CMMC Level 2 Certification.

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

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 want you to grow as an expert and a leader and offer flexibility for you to take a course, complete a certification, or other professional growth and networking. We are committed to supporting your curiosity and sustaining a culture that prioritizes commitment to continuous professional development.

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. We believe in appreciating your commitment and building a positive workspace for you to be creative, innovative, and happy.

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.

How to Apply

To apply to Kentro Positions- Please click on the job link and then click the blue “Apply” button at the top right of Job Description. Please upload your resume and complete all the application steps. You must fully submit the application for Kentro to consider you for a position. If you need alternative application methods, please email careers@kentro.us and request assistance.

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 careers@kentro.us.

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