Issue Management Coordinator and Metrics Analyst

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 stakeholdersMaintain accurate and timely issue documentation in the FAA’s Issue Management system and Jira, ensuring proper categorization, prioritization, and status trackingPrioritize and escalate critical issues based on operational impact and severityExtract and analyze data from FAA’s Issue Management system and Jira to support metrics reporting and performance analysisConduct regular issue review meetings with cross-functional teams and provide status updates to program management and stakeholdersGenerate regular and ad-hoc reports for program management, leadership, and external stakeholdersSupport continuous improvement initiatives through evidence-based decision making and data-driven insightsBrief management, customer, or team using written or oral skills at appropriate technical level for audienceExplore and implement AI-assisted tools and automation technologies to enhance issue tracking, trend analysis, and predictive analytics for proactive problem identificationAll other duties as assigned or directedMinimum Qualifications: Bachelor's degree in computer science, software engineering, information systems, engineering, business administration, management, or related technical discipline4+ years of combined experience in technical program management, issue tracking, problem management, or aviation systems support2+ 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 environmentsThis program requires a Public Trust security clearance, in order to obtain/maintain a Public Trust, candidates must hold US citizenship or Permanent ResidencyRequired Skills:Solid understanding of issue management processes, including intake, tracking, escalation, and closure workflowsProven experience coordinating across multiple technical teams and stakeholders to drive timely issue resolutionStrong proficiency with Jira for issue tracking, workflow management, reporting, and dashboard creationSolid knowledge of service level agreement (SLA) management and tracking compliance metricsStrong experience in creating and maintaining detailed documentationExperience analyzing trends and patterns in issue data to identify systemic problems and recommend process improvementsStrong organizational skills with ability to manage multiple priorities simultaneously in a fast-paced environmentExcellent 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 systemsExperience with TFDM systems, FAA systems, or aviation technology programs and air traffic domain knowledgeExperience with Artificial Intelligence tools to automate work products and improve qualityExperience with statistical process control, quality management methodologies (Six Sigma, Lean), or process improvement certificationsProject management certification (PMP, CAPM) or equivalentExperience using Atlassian collaboration and development tools including Jira, Confluence, Bitbucket, and BambooAdvanced Jira administration skills including advanced JQL queriesFamiliarity with aviation operations, air traffic control systems, and NextGen programsWillingness to travel to customer sitesIf you're looking for comfort, keep scrolling. At Leidos, we outthink, outbuild, and outpace the status quo — because the mission demands it. We're not hiring followers. We're recruiting the ones who disrupt, provoke, and refuse to fail. Step 10 is ancient history. We're already at step 30 — and moving faster than anyone else dares.Original Posting:August 6, 2026For 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 - $132,775.00The Leidos pay range for this job level is a general guideline only and 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.SummaryLocation: Gaithersburg, MD; Eagan, MN; Atlantic City, NJType: Full time