Enterprise Software Support Specialist
6 days ago
We are seeking an experienced Enterprise Software Support Specialist to join our team in delivering a cutting-edge Health Knowledge Management System (HKMS) for the Australian Defence Force (ADF). This role will play a critical part in enhancing clinical decision-making capabilities for ADF personnel.
The successful candidate will provide Level 2 and Level 3 software support for mission-critical applications, interacting with end-users, troubleshooting technical issues, and identifying process improvements to enhance operational availability and reliability. Key responsibilities include:
- Delivering timely and effective technical support, incident management, and problem resolution.
- Managing service requests, incidents, and problems within contractual KPIs.
- Triage and assignment of tickets to senior software analysts or other support teams.
- Collaborating with client system owners and 3rd-party vendors to resolve complex issues.
To be considered for this exciting opportunity, applicants should possess:
- Proven experience in application troubleshooting, diagnosing, testing, and resolving customer issues.
- Familiarity with ITSM products such as JIRA, Confluence, and Micro Focus Service Manager or similar.
- Knowledge of ITIL Service Request fulfillment, Incident, and Problem processes.
- Desired experience with Windows Server, Linux, and Linux Containers.
- Desired experience with scripting languages and task automation.
- Desired experience with system monitoring and alerting products.
- Strong understanding of networks, network protocols, and tools within an enterprise IT environment.
As an Enterprise Software Support Specialist with Leidos, you can expect:
- A competitive salary range of AU$90,000 - AU$120,000 per annum, depending on experience.
- 12 weeks' paid parental leave as a primary carer.
- Flexible work practices and a comprehensive benefits package.
- Opportunities for career growth and professional development.
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