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 a Program Analytics & Reporting Analyst to support the VA ESOM contract. The Program Analytics & Reporting Analyst provides program-level analytics, reporting, data stewardship, and quality oversight across the Problem Management program. Working across multiple Problem Resolution Teams (PRTs), this role analyzes information from Problem records, Root Cause Analyses (RCAs), incidents, Known Error Database (KEDB) records, performance measures, and other relevant sources to identify trends, relationships, gaps, and emerging risks. This role serves as a cross-program analytical and oversight function , connecting information that may not be visible within an individual investigation or team. The Analyst supports program repositories and data quality, tracks and reports client-established performance measures, identifies cross-program trends and patterns, and provides quality oversight of Problem Management outputs. This position also serves as the designated Team Lead for the Problem Management team, providing general oversight, administrative coordination, and communication with program leadership. 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 $90,000 –$120,000 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 • Analyze Problem, RCA, incident, KEDB, and performance data to identify trends, recurring issues, relationships, gaps, and emerging risks across the program. • Conduct cross-PRT analysis to identify shared risks, recurring failure patterns, and connections that may not be visible within individual investigations. • Track, analyze, and report client-established KPIs and performance measures; recommend potential reporting or measurement improvements based on observed program needs. • Develop and maintain program-level reports, dashboards, trend summaries, and briefing materials for operational and leadership audiences. • Support the establishment and ongoing maintenance of program data and knowledge repositories, including KEDB quality, cross-referencing, taxonomy, and data consistency. • Perform quality reviews of completed RCAs and Problem records against established standards and route identified gaps to the appropriate teams for resolution. • Support continuous improvement of Problem Management data quality, analytical practices, reporting, and overall program visibility. • Serve as Team Lead for nine resources across three PRTs, providing general oversight and coordination as needed. • Support routine team administration, including timesheet reviews, performance reporting, and other personnel related requirements. • Maintain awareness of team activities, resource needs, challenges, communicating relevant updates to program leadership. 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   Preferred Qualifications:  • Strong analytical and critical-thinking skills with demonstrated ability to research and analyze structured data and identify trends, patterns, relationships, and inconsistencies across multiple information sources. • Experience working with databases, structured data repositories, knowledge-management systems, KEDB, or similar information environments. • Experience tracking, analyzing, and reporting performance metrics and translating findings into clear operational and leadership-level reporting. • Strong attention to data quality, completeness, consistency, and record integrity. • Strong written and verbal communication skills with the ability to clearly synthesize and present analytical findings. • Familiarity with ITSM, Problem Management, Incident Management, RCA, or similar operational environments preferred. • Experience with tools such as ServiceNow, Power BI, Excel, SQL, Python, or similar analytical and reporting tools is beneficial; advanced programming expertise is not required. 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: gsa.gov • 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 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 . #LI-

Requirements

Must-haves

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.
This position also serves as the designated Team Lead for the Problem Management team, providing general oversight, administrative coordination, and communication with program leadership.
Location: Remote - This position can be performed remotely within the United States and will support Eastern Time working hours.
Analyze Problem, RCA, incident, KEDB, and performance data to identify trends, recurring issues, relationships, gaps, and emerging risks across the program.
Conduct cross-PRT analysis to identify shared risks, recurring failure patterns, and connections that may not be visible within individual investigations.
Track, analyze, and report client-established KPIs and performance measures; recommend potential reporting or measurement improvements based on observed program needs.
Develop and maintain program-level reports, dashboards, trend summaries, and briefing materials for operational and leadership audiences.
Support the establishment and ongoing maintenance of program data and knowledge repositories, including KEDB quality, cross-referencing, taxonomy, and data consistency.
Perform quality reviews of completed RCAs and Problem records against established standards and route identified gaps to the appropriate teams for resolution.
Support continuous improvement of Problem Management data quality, analytical practices, reporting, and overall program visibility.
Serve as Team Lead for nine resources across three PRTs, providing general oversight and coordination as needed.
Support routine team administration, including timesheet reviews, performance reporting, and other personnel related requirements.
Maintain awareness of team activities, resource needs, challenges, communicating relevant updates to program leadership.
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 with tools such as ServiceNow, Power BI, Excel, SQL, Python, or similar analytical and reporting tools is beneficial; advanced programming expertise is not required.

Nice-to-haves

Strong analytical and critical-thinking skills with demonstrated ability to research and analyze structured data and identify trends, patterns, relationships, and inconsistencies across multiple information sources.
Experience working with databases, structured data repositories, knowledge-management systems, KEDB, or similar information environments.
Experience tracking, analyzing, and reporting performance metrics and translating findings into clear operational and leadership-level reporting.
Strong attention to data quality, completeness, consistency, and record integrity.
Strong written and verbal communication skills with the ability to clearly synthesize and present analytical findings.
Familiarity with ITSM, Problem Management, Incident Management, RCA, or similar operational environments preferred.

Application prep

Use the role’s language and application details while tailoring your materials.

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Benefits

Benefits detected in the listing.

401k

Paid Time Off

Wellness

Professional Development