Senior Reporting and Analytics Specialist / Salesforce CRM Analytics SME – DoD

Leidos is hiring for Global Nurse Advice Line – Next Generation (GNAL-NG), a Defense Health Agency (DHA) service providing reliable, timely, professional, and courteous registered nurse (RN) triage, care advice, care coordination, and customer service, 24 hours a day, 7 days a week to eligible MHS beneficiaries. On GNAL-NG we leverage technology to provide the patient with a superior experience while providing the patient with quick access to a live telehealth RN or care coordinator. Our approach helps provide the appropriate level and place of care, helping to improve healthcare outcomes and reduce total cost of care.

Leidos is seeking an experienced Senior Reporting and Analytics Specialist to design, develop, implement, and maintain enterprise reporting, dashboards, and analytical capabilities supporting the Department of Defense (DoD) and Defense Health Agency (DHA). The successful candidate will be responsible for developing and maintaining reports required to support contractual performance requirements, healthcare contact center operations, workforce management, quality assurance, and program leadership. 

The reporting environment will leverage Salesforce CRM Analytics, Salesforce Health Cloud, Amazon Connect, and other approved business intelligence and data visualization tools to provide accurate, reliable, and actionable operational insights. This position will work closely with developers, system administrators, workforce management analysts, contact center operations personnel, and program stakeholders to translate reporting requirements into effective analytical solutions. 

Must be able to obtain and maintain a Public Trust Security Clearance.

Primary Responsibilities 

• Design, develop, and maintain enterprise reports, interactive dashboards, analytical datasets, and business intelligence solutions using Salesforce CRM Analytics and other approved reporting tools. 

• Translate contractual reporting requirements, performance work statements (PWS), service-level agreements (SLAs), and operational needs into reporting specifications and standardized performance metrics. 

• Develop and maintain Salesforce CRM Analytics datasets, recipes, dataflows, calculated fields, and dashboard visualizations. 

• Create Salesforce reports and dashboards supporting patient engagement, care coordination, case management, referral management, appointment scheduling, and contact center operations. 

• Develop reporting capabilities using Amazon Connect operational data, including contact volumes, queue performance, average handle time, average speed of answer, abandonment rates, service levels, and agent productivity. 

• Integrate and analyze data from Salesforce Health Cloud, Amazon Connect, and other authorized enterprise data sources to support consolidated operational and contractual reporting. 

• Develop dashboards supporting workforce forecasting, staffing analysis, schedule adherence, agent occupancy, and operational performance monitoring. 

• Create and maintain recurring daily, weekly, monthly, and ad hoc contractual and management reports. 

• Establish standardized metric definitions, reporting calculations, data validation procedures, and documentation to ensure reporting accuracy and consistency. 

• Develop and maintain analytical data models, data transformations, automated refresh processes, and reporting integrations. 

• Troubleshoot reporting discrepancies, data quality issues, dataset refresh failures, and dashboard performance problems. 

• Perform testing and validation of reports, dashboards, and analytical enhancements before production deployment. 

• Collaborate with Salesforce developers, Amazon Connect developers, and system administrators to resolve data integration and reporting issues. 

• Maintain reporting documentation, data mappings, calculation methodologies, and reporting requirements traceability. 

• Ensure reporting solutions comply with applicable DoD/DHA cybersecurity, privacy, data access, and information protection requirements. 

• Identify opportunities to automate manual reporting processes and improve reporting efficiency, accuracy, and operational visibility. 

Required Qualifications 

• Bachelor's degree in Computer Science, Information Systems, Data Analytics, Business Intelligence, Mathematics, Statistics, or a related technical discipline and 4–8 years of relevant experience, or a master's degree with 2–6 years of relevant experience. Equivalent experience may be considered in accordance with Leidos policies. 

• At least 3 years of experience developing enterprise reports, dashboards, analytical datasets, or business intelligence solutions. 

• Hands-on experience with Salesforce CRM Analytics, Tableau, Power BI, or comparable enterprise analytics platforms. 

• Experience developing Salesforce reports, dashboards, custom report types, and analytical data models. 

• Experience translating business and operational requirements into reporting specifications and analytical solutions. 

• Experience integrating, transforming, and analyzing data from multiple enterprise application systems. 

• Strong understanding of data modeling, data validation, reporting calculations, and performance metrics. 

• Experience using SQL, Salesforce query tools, or comparable data retrieval and analysis technologies. 

• Experience troubleshooting reporting discrepancies, data quality issues, and analytical processing problems. 

• Familiarity with software development lifecycle processes, testing, and change management. 

• Strong analytical, problem-solving, technical documentation, and communication skills. 

• Ability to independently manage complex reporting assignments and collaborate effectively with technical and operational stakeholders. 

• Ability to meet applicable DoD/DHA personnel security and suitability requirements. 

Preferred Qualifications 

• Salesforce CRM Analytics and Einstein Discovery Consultant certification or equivalent demonstrated CRM Analytics experience. 

• Salesforce Certified Administrator or Salesforce Platform App Builder certification. 

• Advanced experience with Salesforce CRM Analytics datasets, recipes, dataflows, dashboards, and Salesforce Analytics Query Language (SAQL). 

• Experience developing reports and dashboards for Salesforce Health Cloud or Service Cloud. 

• Experience developing contact center reporting solutions using Amazon Connect data. 

• Familiarity with Amazon Connect Contact Lens, contact center metrics, and operational analytics. 

• Experience with Amazon QuickSight, Amazon Athena, Amazon S3, AWS Glue, or comparable cloud-based analytics services. 

• Experience with Tableau, Microsoft Power BI, or other enterprise business intelligence tools. 

• Experience developing government contractual performance reports and service-level agreement reporting. 

• Experience supporting large-scale healthcare contact centers or enterprise customer service operations. 

• Familiarity with workforce management reporting, staffing analytics, forecasting, and contact center performance measures. 

• Experience developing automated reporting processes, scheduled data refreshes, and analytical data pipelines. 

• Experience supporting DoD, DHA, VA, or other federal healthcare programs. 

• Knowledge of HIPAA, FedRAMP, DoD Risk Management Framework (RMF), and cybersecurity requirements associated with regulated government healthcare environments. 

• Familiarity with healthcare workflows, including patient engagement, care coordination, referral management, appointment scheduling, and contact center operations. 

If you're looking for comfort, keep scrolling. At Leidos, we outthink, outbuild, and outpace the status quo — because the mission demands it. We're not hiring followers. We're recruiting the ones who disrupt, provoke, and refuse to fail. Step 10 is ancient history. We're already at step 30 — and moving faster than anyone else dares.

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.