[Remote] Software Escalation Analyst

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

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