[Hiring] Program Analytics & Reporting Analyst @Kentro

Role Description

The Program Analytics & Reporting Analyst provides program-level analytics, reporting, data stewardship, and quality oversight across the Problem Management program. This role analyzes information from various sources to identify trends, relationships, gaps, and emerging risks.

• 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 across multiple levels to ensure consistent and unified messaging in large organizations.

Requirements

• 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.
• US Citizen or Lawful Permanent Resident (Green Card).
• Willing and able to obtain and maintain Public Trust Clearance.
• Must meet updated ID requirements.

Benefits

• Competitive benefits package including paid time off, healthcare benefits, supplemental benefits, 401k including an employer match, discount perks, rewards, and more.
• Education reimbursement for certifications, degrees, or professional development.
• Flexibility for professional growth and networking opportunities.
• Activities – virtual and in-person, e.g., happy hours, holiday events, fitness & wellness events, and annual celebrations.
• Commitment to supporting community involvement through charity events.