Note: The job is a remote job and is open to candidates in USA. Leidos DSI is a leading provider of digital solutions, and they are seeking a Software Escalation Analyst. This role involves analyzing software issues, providing recommendations for code fixes, and collaborating with development and customer support teams to enhance their proprietary CRM software.
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
Skills
- 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
Company Overview
Leidos is an industry and technology leader serving government and commercial customers with smarter, more efficient digital and mission innovations. It was founded in 2002, and is headquartered in Bedford, Massachusetts, USA, with a workforce of 10001+ employees. Its website is http://www.revealimaging.com.