Issue Management Coordinator Metrics Analyst Leidos
Overview
Leidos seeks a highly motivated and detail-oriented Issue Management Coordinator Metrics Analyst to support the FAA Terminal Flight Data Manager program. You will own end-to-end issue coordination and transform issue data into actionable insights. This role involves close collaboration with engineers and stakeholders to track prioritize resolve issues and deliver metrics that drive continuous improvement.
What You'll Do11
- 1Manage the end-to-end issue management process for the TFDM system using the FAA's Issue Management System and Jira including Program Trouble Reports PTRs
- 2Serve as the primary point of contact for receiving logging tracking and coordinating resolution of all system issues across technical teams and stakeholders
- 3Maintain accurate and timely issue documentation in the FAA’s Issue Management system and Jira ensuring proper categorization prioritization and status tracking
- 4Prioritize and escalate critical issues based on operational impact and severity
- 5Extract and analyze data from the FAA’s Issue Management system and Jira to support metrics reporting and performance analysis
- 6Conduct regular issue review meetings with cross-functional teams and provide status updates to program management and stakeholders
- 7Generate regular and ad-hoc reports for program management leadership and external stakeholders
- 8Support continuous improvement initiatives through evidence-based decision making and data-driven insights
- 9Brief management customer or team using written or oral skills at appropriate technical level for audience
- 10Explore and implement AI-assisted tools and automation technologies to enhance issue tracking trend analysis and predictive analytics
- 11All other duties as assigned or directed
Requirements20
- 1Bachelor's degree in computer science software engineering information systems engineering business administration management or related technical discipline
- 24+ years of combined experience in technical program management issue tracking problem management or aviation systems support
- 32+ years of experience analyzing operational data and developing dashboards/metrics using Excel SQL Tableau Power BI or similar analytics tools
- 4Experience with issue tracking and service management systems such as Jira ServiceNow
- 5Experience working in Agile or structured project management environments
- 6Public Trust security clearance required US citizenship or permanent residency
- 7Solid understanding of issue management processes including intake tracking escalation and closure workflows
- 8Proven experience coordinating across multiple technical teams and stakeholders to drive timely issue resolution
- 9Strong proficiency with Jira for issue tracking workflow management reporting and dashboard creation
- 10Solid knowledge of service level agreement SLA management and tracking compliance metrics
- 11Experience analyzing trends and patterns in issue data to identify systemic problems and recommend process improvements
- 12Excellent written and verbal communication skills with ability to tailor messaging for different audiences
- 13Desired Skills: Experience with FAA's Issue Management System or similar issue tracking systems
- 14Experience with TFDM systems FAA systems aviation technology programs and air traffic domain knowledge
- 15Experience with Artificial Intelligence tools to automate work products and improve quality
- 16Background in statistical process control quality management methodologies Six Sigma Lean or process improvement certifications
- 17Project management certification PMP CAPM or equivalent
- 18Advanced Jira administration skills including advanced JQL queries
- 19Familiarity with aviation operations air traffic control systems and NextGen programs
- 20Willingness to travel to customer sites
Salary Insight
Salary not disclosed in listing
Location
Required Skills
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