Software Support Analyst

at  Leidos

Company Description
At Leidos, we do work that really matters inspired by our mission to make the world safer, healthier, and more efficient through technology, engineering, and science. With 25 years of local experience, our over 2000 team members, work together to solve Australia’s toughest challenges in government, defence, intelligence and border protection. We’re robust and ambitious, and we empower our people to do their best work. You’ll feel inspired by what you can achieve and will be supported by an inclusive and flexible culture that genuinely cares for your wellbeing. Together, we can be the difference.

We’ve got so much to offer at Leidos, here are a just a few of the Benefits we provide our team:

• 12 Extra Days Leave: Life Days are the Leidos way of recognising that we all need some extra time out to take care of life. By working slightly more than the minimum weekly hours (2 hours per week for full timers) you can accrue up to an extra 12 days of leave per year.
• Leidos Life Hub provides access to discount offers or cashback rewards with over 400 Australian and International retailers.
• Professional development and support to set you up for success and assist you in achieving your career aspirations.

Job Description

Are you a talented system administrator or support analyst looking for an exciting new role in Canberra. Our exciting classified programs at Leidos develop and support our Federal Government customers IT systems, including mission critical classified system. We have multiple opportunities to join our exciting multi-year program to deliver and support an enterprise Case Management System.

In this role, you will provide Level 2 and Level 3 ITSM support for mission system applications. You will work in a small support team providing technical support and troubleshooting of technical issues and ensure continued operation of services. You’ll interact with the Leidos developers who are updating the application, the security operations team, client system owners, 3rd party product vendors and of course, end users. Other duties include:

• Level 2 and Level 3 System monitoring, technical support and reporting, including ongoing process improvements to enhance operational availability and reliability
• Completing incident ownership including triage, investigation, resolution, escalations and post incident follow up
• Performing root-cause analysis of application related issues and recommend solutions, liaising with other ITSM teams and end users as required
• Creating and maintaining system and operational documentation, including the creation and maintenance of Knowledge Based Articles for the Level 1 Help Desk and Level 2 Client Business Support
• Participation in a team on-call roster and management of priority incidents and problems with in contractual KPI’s.
• Engaging with the development team to identify new features and enhancements, and prepare for new application patches.
• Maintaining AWS and on-premises infrastructure

Qualifications