Software Escalation Analyst

Leidos

Remote

Quick summary

Work type: Remote
Location: Remote
Salary: $69,550–$125,725 / yr
Posted: 6 days ago

Market check

Salary context

Below market

How this pay compares to similar roles

Similar $162k

This role $98k

$54k most similar roles pay here $213k

This role pays less than 98% of similar roles. Most pay $131,435–$193,000 — the shaded band above. At the midpoint, this role pays about $98k versus about $162k for comparable roles.

Based on 240 similar postings.

Employer

About Leidos

Leidos is an industry and technology leader serving government and commercial customers with smarter, more efficient digital and mission innovations.

Leidos currently has 225 open roles on FindRole.

Listed pay typically runs $107,900–$195,050 across 219 roles with salary data.

Most-posted roles

View all roles at Leidos

At a glance

TL;DR · Software Escalation Analyst

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Leidos DSI seeks a Software Escalation Analyst to join its dedicated team, where the candidate will analyze software issues using SQL and other tools, recommend code fixes for defects, and provide input on software design for their proprietary CRM software. This role involves collaborating closely with software development, quality assurance, and customer support teams to deliver industry-leading digital communications and citizen service tools to government offices across the United States. The analyst will consult with users on configuration and usage, investigate defects, develop solutions, coach helpdesk staff, document root cause analysis, and coordinate code-related fixes. Essential qualifications include at least two years of CRM software experience, advanced database management skills, SQL expertise, HTML knowledge, and familiarity with enterprise network technologies like Active Directory and IIS. Preferred candidates have specific Intranet Quorum CRM product experience, Capitol Hill client exposure, Oracle certifications, PowerShell scripting abilities, containerization understanding, and AI concepts knowledge.

Skills

SQL Oracle SQL_Server HTML Active_Directory Exchange_Server IIS Browser_developer_mode PowerShell Kubernetes Docker

What you'll do

Analyze software issues using SQL and other tools to provide solutions.
Investigate reported defects and performance issues, developing recommended fixes.
Evaluate customer enhancement requests and submit change recommendations to development.
Provide guidance and coaching for helpdesk staff on technical skills improvement.
Document root cause analysis and coordinate with development on testing recommendations.

What we're looking for

At least 2 years of CRM software experience with high-profile government customers.
Advanced knowledge in database management principles (Oracle, SQL Server).
Proficiency in writing and using SQL queries for troubleshooting and data manipulation.
Familiarity with web technologies including Active Directory, network troubleshooting, Exchange Server, IIS.
Ability to provide guidance and coaching to helpdesk staff on technical issues.
US citizenship with the capability to obtain a Public Trust Clearance.

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