[Hiring] Problem Records Analyst @Kentro

Role Description

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.

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

• 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.

Qualifications

• 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.

Requirements

• 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.
• Fun activities – virtual and in-person – e.g., happy hours, holiday events, fitness & wellness events, and annual celebrations.
• Commitment to supporting communities through charity events.