Software Escalation Analyst

Leidos

1d•$69,550 - $125,725•Onsite

About The Position

Leidos DSI has an opening for a Software Escalation Analyst. In this position the successful candidate will be able to analyze software issues using SQL and other tools, provide programmatic code fix recommendations for software defects and input on software design for our proprietary CRM software. This is an opportunity to work closely with our software development team, quality assurance and customer support teams. Our proprietary web-based software products deliver industry-leading digital communications and citizen service tools to elected officials and government offices on Capitol Hill and across the United States.

Requirements

At least 2 years technical experience specific to CRM software, preferably with high profile government customers and end-users.
Must be a US Citizen with the ability to obtain a Public Trust Clearance.
Advanced knowledge of database management principles (Oracle, SQL Server).
SQL command knowledge including ability to write queries for troubleshooting, updating and/or appending data.
Knowledge of HTML code as used for eNewsletter design.
Current knowledge on a variety of technologies related to working with web-based software functioning in an enterprise network environment. Examples include: Active Directory, network troubleshooting, Exchange Server, IIS (Internet Information Services).
Familiarity with using browser developer mode, SQL and other scripting to troubleshoot, identify and isolate software problems.

Nice To Haves

Customer Support and consultation experience specific to the Intranet Quorum CRM product highly preferred.
Experience working with Capitol Hill Congressional clients is strongly preferred.
Certifications in Oracle.
PowerShell scripting skills.
Understanding of Containerization to include Kubernetes and Docker.
AI concepts such as Prompt Engineering and GenAI.

Responsibilities

Provides configuration and usage consultation to software users, IT and engineering professionals working in a variety of network environments.
Responsible for investigating reported software defects and performance issues and developing recommended solutions.
Evaluates customer software enhancement requests and submits change requests to the software development team with recommendations on design where appropriate.
Provides guidance and coaching for helpdesk staff to increase technical knowledge and skills across the team.
Root cause analysis documentation and reporting
Coordinating with development on code‑related fixes and testing recommendations