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

Overview

Senior Reporting and Analytics Specialist supporting the Global Nurse Advice Line – Next Generation (GNAL-NG) for the Defense Health Agency, designing and maintaining enterprise reporting, dashboards and analytics on Salesforce CRM Analytics and related platforms.

What you'll do

• 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 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.

What you'll need

• 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, including obtaining and maintaining a Public Trust Security Clearance.

Nice to have

• 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.

Details

• Remote/teleworker position in the US.
• Must be able to obtain and maintain a Public Trust Security Clearance.
• Pay range: $87,100.00 – $157,450.00 (general guideline, not a guarantee).