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Experienced Software Support Specialist Required

2 weeks ago

Canberra, ACT, Australia beBeeSoftware Full time $80,100 - $118,440

**Software Support Analyst Role Overview**

We are seeking an experienced software support analyst to join our team in delivering a Defence program. The successful candidate will play a critical role in providing Level 2/3 software support for mission systems, including user interaction, technical troubleshooting, and service request fulfillment.

About the Role

This position involves working on a multi-year Defence program to deliver an enterprise Health Knowledge Management System (HKMS). The system will enable better clinical decision making for the Australian Defence Force (ADF) by providing market-leading healthcare to ADF personnel.

  • 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 end-to-end (triage, investigation, resolution, escalation, follow-up) and perform root-cause analysis for problems.
  • Identify and implement process improvements to enhance operational availability and reliability.
  • Collaborate with client system owners and third-party vendors to resolve escalated issues.
Requirements

To be successful in this role, you will require:

  • 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.
Benefits

This role offers a range of benefits, including:

  • A competitive salary package.
  • The opportunity to work on a high-profile Defence program.
  • Ongoing training and development opportunities.
About Us

We are a dynamic and inclusive organisation that values diversity and promotes equal opportunities for all. We welcome applicants from Aboriginal and Torres Strait Islander communities, culturally and linguistically diverse people, people with disabilities, veterans, neurodiverse people, and people of all genders, sexual orientations, and age groups.

If you are interested in this exciting opportunity, please apply via our Careers page. Our recruitment process includes one-two interviews and background checks. We are committed to accessible recruitment and encourage applicants to contact our Careers team if they require additional support during the application process.