Issue Management Coordinator and Metrics Analyst

Description Leidos is seeking a highly motivated and detail-oriented Issue Management Coordinator / Metrics Analyst to support the Federal Aviation Administration's (FAA) Terminal Flight Data Manager (TFDM) program, a critical NextGen initiative that improves aircraft surface and terminal operations across the National Airspace System (NAS). In this highly visible role, you will own the end-to-end coordination of software and operational issues while transforming issue data into actionable insights that improve system performance, operational reliability, and program execution. Working closely with software engineers, system engineers, testers, program management, and FAA stakeholders, you will ensure issues are accurately tracked, prioritized, analyzed, and resolved while providing meaningful metrics that drive continuous improvement. We need a strong candidate with these key required skills: issue management, data analysis, stakeholder coordination, root cause analysis, and process improvement. Responsibilities Manage 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). Serve as the primary point of contact for receiving, logging, tracking, and coordinating resolution of all system issues across technical teams and stakeholders Maintain accurate and timely issue documentation in the FAA's Issue Management system and Jira, ensuring proper categorization, prioritization, and status tracking Prioritize and Escalate critical issues based on operational impact and severity Extract and analyze data from FAA's Issue Management system and Jira to support metrics reporting and performance analysis Conduct regular issue review meetings with cross-functional teams and provide status updates to program management and stakeholders Generate regular and ad-hoc reports for program management, leadership, and external stakeholders Support continuous improvement initiatives through evidence-based decision making and data-driven insights Brief management, customer, or team using written or oral skills at appropriate technical level for audience Explore and implement AI-assisted tools and automation technologies to enhance issue tracking, trend analysis, and predictive analytics for proactive problem identification All other duties as assigned or directed Minimum Qualifications Bachelor's degree in computer science, software engineering, information systems, engineering, business administration, management, or related technical discipline 4+ years of combined experience in technical program management, issue tracking, problem management, or aviation systems support 2+ years of experience analyzing operational data and developing dashboards/metrics using Excel, SQL, Tableau, Power BI, or similar analytics tools. Experience with issue tracking and service management systems such as Jira, ServiceNow, etc. Experience working in Agile or structured project management environments This program requires a Public Trust security clearance, in order to obtain/maintain a Public Trust, candidates must hold US citizenship or Permanent Residency Required Skills Solid understanding of issue management processes, including intake, tracking, escalation, and closure workflows Proven experience coordinating across multiple technical teams and stakeholders to drive timely issue resolution Strong proficiency with Jira for issue tracking, workflow management, reporting, and dashboard creation Solid knowledge of service level agreement (SLA) management and tracking compliance metrics Strong experience in creating and maintaining detailed documentation Experience analyzing trends and patterns in issue data to identify systemic problems and recommend process improvements Strong organizational skills with ability to manage multiple priorities simultaneously in a fast-paced environment Excellent written and verbal communication skills with ability to tailor messaging for different audiences (technical teams, management, customers) Desired Skills Experience with FAA's Issue Management System or similar issue tracking systems Experience with TFDM systems, FAA systems, or aviation technology programs and air traffic domain knowledge Experience with Artificial Intelligence tools to automate work products and improve quality Experience with statistical process control, quality management methodologies (Six Sigma, Lean), or process improvement certifications Project management certification (PMP, CAPM) or equivalent Experience using Atlassian collaboration and development tools including Jira, Confluence, Bitbucket, and Bamboo Advanced Jira administration skills including advanced JQL queries Familiarity with aviation operations, air traffic control systems, and NextGen programs Willingness to travel to customer sites For U.S. Positions: While subject to change based on business needs, Leidos reasonably anticipates that this job requisition will remain open for at least 3 days with an anticipated close date of no earlier than 3 days after the original posting date as listed above. Pay Range Pay Range $73,450.00 - $132,775.00 The Leidos pay range for this job level is a general guideline onlyand not a guarantee of compensation or salary. Additional factors considered in extending an offer include (but are not limited to) responsibilities of the job, education, experience, knowledge, skills, and abilities, as well as internal equity, alignment with market data, applicable bargaining agreement (if any), or other law. About Leidos Leidos is an industry and technology leader serving government and commercial customers with smarter, more efficient digital and mission innovations. Headquartered in Reston, Virginia, with 47,000 global employees, Leidos reported annual revenues of approximately $16.7 billion for the fiscal year ended January 3, 2025. For more information, visit Pay and Benefits Pay and benefits are fundamental to any career decision. That's why we craft compensation packages that reflect the importance of the work we do for our customers. Employment benefits include competitive compensation, Health and Wellness programs, Income Protection, Paid Leave and Retirement. More details are available at Commitment to Non-Discrimination All qualified applicants will receive consideration for employment without regard to sex, race, ethnicity, age, national origin, citizenship, religion, physical or mental disability, medical condition, genetic information, pregnancy, family structure, marital status, ancestry, domestic partner status, sexual orientation, gender identity or expression, veteran or military status, or any other basis prohibited by law. Leidos will also consider for employment qualified applicants with criminal histories consistent with relevant laws. #J-18808-Ljbffr Leidos Inc