Software Support Analyst
Software Support Analyst
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Job Description
Software Support Analyst
Accrue up to an extra 12 days of leave per year through our Life Days program.
Work with world leading technology business at the forefront of innovation.
Were a Family Friendly certified workplace we understand the often many and varied roles our team members need to play within their own unique family setting and actively support them.
Our team feel Leidos is a great place to work. Learn more about our culture and benefits by visiting us here Work That Matters
Leidos Australia delivers IT and airborne solutions that protect and advance the Australian way of life. Our 2000 local experts backed by our global experience and network of partners are working to solve the worlds toughest challenges in government intelligence defence aviation border protection and health markets.
Your New Role and Responsibilities
We have an opportunity for a Software Support Analyst to join our exciting multiyear Defence program to deliver an enterprise Health Knowledge Management System (HKMS). This capability will enable better clinical decision making for the ADF by providing market leading healthcare to ADF personnel and is a key capability and priority for the ADF.
Provide Level 2/3 software support for mission systems including user interaction technical troubleshooting and service request fulfillment.
Monitor and manage service requests incidents and problem queues to meet contractual KPIs including triage and assignment.
Manage incidents endtoend (triage investigation resolution escalation followup) and perform rootcause analysis for problems.
Identify and implement process improvements to enhance operational availability and reliability.
Collaborate with client system owners and thirdparty vendors to resolve escalated issues.
Create and maintain system documentation and knowledge base articles while participating in oncall rotation for priority incidents.
What Youll Bring to Make An Impact
Experience with application troubleshooting diagnosing testing and resolving customer issues.
Experience with ticketing knowledge management and ITSM products such as JIRA Confluence and Micro focus Service Manager or similar.
Experience in ITIL Service Request fulfilment Incident and Problem processes.
Desired experience with scripting languages and task automation.
Desired experience with system monitoring and alerting products such as Elasticsearch Logstash and Kibana.
Knowledge of networks network protocols and tools within Enterprise IT environments.
Dont worry if you dont tick all the boxes if you meet most of them we encourage you to submit your application. Were most interested in your strengths what you want to learn and how far you want to go.
Due to the nature of work we do for our customers all applicants are required to be Australian Citizens and hold a NV1 security clearance with AGSVA and be capable of upgrading to a NV2 security clearance.
Diverse Team Members Shared Values and a Common Purpose
Providing our customers with smarter solutions takes an incredible team with diversity of thought experience and perspectives driving innovation. Inclusion is at the heart of our culture and is one of our core values. Its about creating a workplace where everyone can do important work feels welcome valued and respected and has equal access to opportunities to thrive. Paul Chase Chief Executive Leidos Australia.
Leidos Australia is an equal opportunities organisation and is committed to creating a truly inclusive workplace. We welcome and encourage applications from Aboriginal and Torres Strait Islanders culturally and linguistically diverse people people with disabilities veterans neurodiverse people and people of all genders sexualities and age groups.
Our five Advocacy Groups (Women and Allies NetworkYoung Professionals Defence & Emergency Services Action for Accessibility and Abilities and Pride) provide an opportunity for team members to connect and collaborate on shared interests and work to support and celebrate our diverse community.
Next Steps
To apply for this role follow the links or apply via our Careers page.
Recruitment process 12 interviews (depending on seniority of role) & background checks.
Applicants may also need to meet International Traffic in Arms Regulations (ITAR) requirements. In certain circumstances this can place limitations on persons who hold dual nationality permanent residency or are former nationals of certain countries as per ITAR 126.1.
We are committed to making our recruitment process accessible to all candidates. Please contact our Careers team if youd like to discuss any additional support during your application or throughout the recruitment process.
Original Posting:
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:
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.
Required Experience:
IC
Employment Type
Full-Time
