Leidos DSI has an opening for a Senior Software Analyst working in a fast-paced environment serving high profile government customers. You will be working with a small team of supportive staff to work interesting projects with an opportunity to learn multiple technologies in support of our proprietary CRM software. As a member of our tier 2-3 software escalation team, you will have the opportunity to make a difference working with Capitol Hill customers while also providing guidance for our general call-center staff as they escalate the more challenging tickets to your team. In this role, you will troubleshoot software issues using SQL and other tools and provide a bridge between various support teams and the Software Development team. This is an opportunity to work closely with our software development team, quality assurance and customer support teams. Our proprietary CRM software, Intranet Quorum (IQ) delivers industry-leading digital communications and citizen service tools to elected officials and government offices on Capitol Hill and across the United States.
This position allows for remote work with occasional travel to our northern VA office.
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 submit change requests to the software development team with recommendations on a design where appropriate.
Provides guidance and coaching for helpdesk staff to increase technical knowledge and skills across the team.
Understanding client relationships, including determining needs, learning expectations, and demonstrating a commitment to delivering quality results
Requires BS degree and 2-4 years of experience. Will consider 8 plus years of related experience in lieu of a BS degree.
At least one year of technology experience supporting high-profile customers and end-users.
Experience writing relational database queries for stored procedures, query optimization and performance tuning
Familiarity with SQL commands and aptitude to learn queries for troubleshooting, updating and/or appending data.
Ability to evaluate and update HTML code
Troubleshooting skills for working with web-based software in an enterprise network environment. For example, root-cause analysis to rule out environmental factors (network, desktop, user process etc.) as opposed to software defects.
Ability to use various tools (browser developer mode, SQL, scripting, etc.) to troubleshoot, identify and isolate software problems.
Technical Customer support experience specific to CRM software.
Experience working with Capitol Hill Congressional clients.
Knowledge or experience with Oracle
Pay Range:Pay Range $60,450.00 - $93,000.00 - $125,550.00
The Leidos pay range for this job level is a general guideline only and not a guarantee of compensation or salary. Additional factors considered in extending an offer include (but are not limited to) responsibilities of the job, education, experience, knowledge, skills, and abilities, as well as internal equity, alignment with market data, applicable bargaining agreement (if any), or other law.
Leidos is a Fortune 500® technology, engineering, and science solutions and services leader working to solve the world’s toughest challenges in the defense, intelligence, civil, and health markets. The company’s 44,000 employees support vital missions for government and commercial customers. Headquartered in Reston, Virginia, Leidos reported annual revenues of approximately $13.7 billion for the fiscal year ended December 31, 2021. For more information, visit www.Leidos.com.
Pay and Benefits
Pay and benefits are fundamental to any career decision. That's why we craft compensation packages that reflect the importance of the work we do for our customers. Employment benefits include competitive compensation, Health and Wellness programs, Income Protection, Paid Leave and Retirement. More details are available here.
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All qualified applicants will receive consideration for employment without regard to sex, race, ethnicity, age, national origin, citizenship, religion, physical or mental disability, medical condition, genetic information, pregnancy, family structure, marital status, ancestry, domestic partner status, sexual orientation, gender identity or expression, veteran or military status, or any other basis prohibited by law. Leidos will also consider for employment qualified applicants with criminal histories consistent with relevant laws.