IT Solutions Analyst
2 days ago
About Our Company Culture
At Leidos, we're proud to be a 'Family Friendly' certified workplace that values diversity, inclusion, and equal opportunities.
We understand the importance of work-life balance and provide a range of benefits to support our employees.
Job Description
This Technical Support Specialist role involves providing Level 2 and Level 3 ITSM support for mission system applications.
You'll work closely with our cross-functional teams, including developers, security operations teams, and client system owners, to deliver high-quality technical support.
Key responsibilities include:
- Providing system monitoring, technical support, and process improvements for enhanced reliability.
- Owning incidents from triage to resolution, including escalation and post-incident follow-up.
- Conducting root-cause analysis and collaborating with ITSM teams and end users to recommend solutions.
- Creating and maintaining system documentation and Knowledge-Based Articles for support teams.
- Managing priority incidents and AWS/on-premises infrastructure while ensuring KPIs are met.
Our Values and Mission
We're committed to making our recruitment process accessible to all candidates and welcome applications from diverse backgrounds.
Our five Advocacy Groups provide an opportunity for team members to connect and collaborate on shared interests and work to support and celebrate our diverse community.
Benefits and Salary
We offer a competitive salary and a range of benefits, including:
- Accrual of up to 12 extra days of leave per year through our Life Days program.
- A dynamic and inclusive work environment that values diversity and inclusion.
- The opportunity to work with a world-leading technology business at the forefront of innovation.
- Career development opportunities and training programs to help you grow professionally.
What You'll Bring to Make an Impact
To be successful in this role, you'll need:
- Experience with ITSM tools like JIRA, Confluence, and ticketing systems for efficient issue management.
- Skill in troubleshooting, diagnosing, and resolving application-related customer issues.
- Some experience with scripting, task automation, and low-code platforms for process optimization.
- Familiarity with supporting and maintaining cloud-based apps (Azure, AWS) and on-premises infrastructure.
- Knowledgeable in ITIL processes and adept at managing multiple activities and remote collaboration.
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