Senior Reporting and Analytics Specialist – Salesforce CRM Analytics SME

This is a fully remote position, open to applicants in United States.

📋 Description

• Design, develop, and manage enterprise reports, interactive dashboards, analytical datasets, and business intelligence solutions utilizing Salesforce CRM Analytics and other authorized reporting tools.

• Convert contractual reporting requirements, Performance Work Statements (PWS), Service Level Agreements (SLAs), and operational necessities into reporting specifications and standardized performance metrics.

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

• Develop Salesforce reports and dashboards that enhance patient engagement, care coordination, case management, referral management, appointment scheduling, and contact center operations.

• Build reporting capabilities using Amazon Connect operational data, encompassing 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 sanctioned enterprise data sources.

• Design dashboards that facilitate workforce forecasting, staffing analysis, schedule adherence, agent occupancy, and operational performance monitoring.

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

• Establish standardized metric definitions, reporting calculations, data validation protocols, and documentation.

• Create and manage analytical data models, data transformations, automated refresh processes, and reporting integrations.

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

• Conduct testing and validation prior to production deployment.

• Collaborate with Salesforce developers, Amazon Connect developers, and system administrators.

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

• Ensure adherence to DoD/DHA cybersecurity, privacy, data access, and information protection standards.

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

⛳️ Requirements

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

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

• Practical experience with Salesforce CRM Analytics, Tableau, Power BI, or similar enterprise analytics platforms.

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

• Ability to translate business and operational requirements into reporting specifications and analytical solutions.

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

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

• Proficient with SQL, Salesforce query tools, or equivalent data retrieval and analysis technologies.

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

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

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

• Capability to independently manage complex reporting tasks and collaborate effectively with technical and operational stakeholders.

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

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

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

• Preferred: Salesforce Certified Administrator or Salesforce Platform App Builder certification.

• Preferred: Advanced experience with Salesforce CRM Analytics datasets, recipes, dataflows, dashboards, and SAQL.

• Preferred: Experience with Salesforce Health Cloud or Service Cloud, Amazon Connect, Amazon QuickSight, Amazon Athena, Amazon S3, AWS Glue, Tableau, Microsoft Power BI, government contractual performance reports, healthcare contact centers, workforce management reporting, automated reporting processes, DoD/DHA/VA or federal healthcare programs, HIPAA, FedRAMP, DoD RMF, and regulated healthcare workflows.

🏝️ Benefits

• Competitive salary and performance-based bonuses.

• Comprehensive health, dental, and vision insurance.

• Generous paid time off and holiday schedule.

• Opportunities for professional development and continuing education.

• Flexible work arrangements and remote work options.