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

Position: Senior Reporting and Analytics Specialist / Salesforce CRM Analytics SME – DoD
Position Overview

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…