[Hiring] IT System Investigation Coordinator @Kentro

Role Description

The IT System Investigation Coordinator is responsible for coordinating and driving Problem Management investigations from initiation through completion. This role involves:

• Coordinating day-to-day Problem and Root Cause Analysis (RCA) investigation activities across technical, product, support, and business stakeholders.
• Establishing and maintaining investigation plans, priorities, timelines, meetings, actions, dependencies, and follow-up activities.
• Identifying necessary information, subject matter expertise, system access, documentation, and resources to progress investigations.
• Facilitating investigation meetings and working sessions, ensuring clarity on open questions, decisions, actions, and next steps.
• Identifying gaps, inconsistencies, unanswered questions, and areas requiring further investigation or clarification.
• Building and maintaining effective working relationships with product teams, support organizations, technical SMEs, and other stakeholders.
• Gathering and synthesizing information regarding business, operational, service, and user impacts to establish the broader significance and scope of Problems.
• Partnering with SREs and technical SMEs to understand technical findings and ensure investigation activities address identified questions and gaps.
• Developing and coordinating process, operational, and business-oriented recommendations and corrective actions.
• Working with Problem Records Analysts to ensure accurate representation of investigation findings in RCA and Problem documentation.
• Reviewing investigation outputs to identify missing context, inconsistencies, or areas requiring clarification.
• Identifying relationships among incidents, active Problems, known errors, and other relevant information.
• Tracking corrective actions, ownership, dependencies, and investigation progress, escalating barriers as appropriate.
• Coordinating multiple concurrent Problem investigations while maintaining organization and stakeholder engagement.
• Using approved AI-assisted tools to support research, information synthesis, and investigation coordination.

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.
• Ability to adapt to changing priorities with strong analytical, problem-solving, communication skills, and sharp attention to detail.
• Effective communication, collaboration, organization, and coordination skills across multiple levels.
• Experience in conducting standard IT system administration activities and recording meaningful data in systems of record or ITSM tools.

Requirements

• 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.
• Ability to quickly learn unfamiliar business processes, systems, and technical concepts.
• Comfortable working directly with engineers, technical SMEs, product teams, operational teams, and business stakeholders.
• Strong ability to synthesize information from multiple sources.
• Ability to understand and articulate the business, operational, service, and user impacts associated with technical Problems.
• Strong written and verbal communication skills.
• Strong organizational skills and ability to manage multiple investigations, priorities, dependencies, and deadlines simultaneously.
• Sound judgment and demonstrated ability to maintain follow-through and escalate barriers when necessary.
• Familiarity with IT Service Management (ITSM), Problem Management, incident management, Root Cause Analysis, or similar investigative environments is preferred.

Benefits

• Competitive benefits package including paid time off, healthcare benefits, supplemental benefits, and 401k with employer match.
• Education reimbursement for certifications, degrees, or professional development.
• Flexibility for professional growth and networking opportunities.
• Funds dedicated for activities such as happy hours, holiday events, fitness & wellness events, and annual celebrations.
• Commitment to supporting community engagement through charity events.