Software Escalation Analyst

🔥 0 minutes ago

🇺🇸 United States – Remote

💵 $69.5k - $125.7k / year

⏰ Full Time

🟢 Junior

🟡 Mid-level

🧐 Analyst

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Leidos

WebsiteLinkedInAll Job Openings

10,000+ employees

Founded 1969

🔒 Cybersecurity

🔬 Science

Defense • Cybersecurity • Science

Leidos is a leading systems integrator in science, technology, and engineering, providing solutions that transform and enable the missions of its customers. The company operates across various markets, including aviation, defense, energy, government, healthcare, intelligence, science, and space. Leidos is involved in AI, digital modernization, cyber operations, and integrated and mission software systems. With a commitment to diversity, equity, inclusion, and sustainability, Leidos also engages in charitable efforts and community enrichment programs. Additionally, it contributes to developing solutions for counter-unmanned aerial systems and electric vehicle infrastructure for military applications.

📋 Description

• 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

🎯 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. • 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.

🏖️ Benefits

• competitive compensation • Health and Wellness programs • Income Protection • Paid Leave • Retirement