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

Role overview

Build reporting and analytics capabilities that give healthcare contact center teams and program leaders dependable operational insight. The work turns contractual commitments and day-to-day service needs into dashboards, metrics, and recurring reports, drawing on Salesforce CRM Analytics, healthcare platform data, contact center records, and other approved sources. The successful candidate must be able to obtain and maintain a Public Trust clearance.

Responsibilities - Develop and maintain interactive dashboards, datasets, dataflows, recipes, calculated fields, and other reporting solutions. - Convert performance requirements, service-level agreements, and operational questions into clear specifications and consistent metrics. - Combine data from healthcare and contact center systems to report on volumes, wait times, service levels, handle times, abandonment, and agent performance. - Create workforce reporting for staffing, forecasting, schedule adherence, and agent occupancy, alongside daily, weekly, monthly, and ad hoc reports. - Validate calculations and data, troubleshoot refresh failures and discrepancies, and test changes before release. - Document data mappings, metric definitions, calculations, and requirements; coordinate with developers and administrators to resolve reporting issues.

Requirements - Bachelor’s degree in a relevant technical or quantitative field and 4–8 years of related experience; the source also references a master’s degree with 2–6 years or equivalent experience. - Experience developing enterprise reports, dashboards, and analytical solutions, including work with Salesforce CRM Analytics. - Ability to translate contractual and operational requirements into reporting specifications and standardized measures. - Strong skills in data validation, troubleshooting, documentation, and collaboration with technical and operational partners. - Ability to meet applicable government personnel security and suitability requirements and follow privacy and information protection controls.

Nice to have

Advanced CRM Analytics, SAQL, Health Cloud, or Service Cloud experience; Amazon Connect reporting and contact center metrics; cloud analytics tools such as QuickSight, Athena, S3, or Glue; Tableau or Power BI; workforce management analytics; automated refresh pipelines; federal healthcare reporting; and familiarity with HIPAA, FedRAMP, or DoD RMF.