Note: The job is a remote job and is open to candidates in USA. Kentro is hiring a Program Analytics & Reporting Analyst to support the VA ESOM contract. The role provides program-level analytics, reporting, data stewardship, and quality oversight across the Problem Management program, and serves as Team Lead for the Problem Management team.
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
Skills
- 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
- Willing and able to obtain and maintain Public Trust Clearance
- 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
Benefits
- Paid time off
- Healthcare benefits
- Supplemental benefits
- 401k including an employer match
- Discount perks
- Rewards
- Every employee is eligible for education reimbursement for certifications, degrees, or professional development. Reimbursement amounts may fluctuate due to IRS limitations.
- Flexibility to take a course, complete a certification, or pursue other professional growth and networking.
- Funds for virtual and in-person activities, including happy hours, holiday events, fitness and wellness events, and annual celebrations.
Company Overview
Company H1B Sponsorship