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

• 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

• 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)

• 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