Software Support Specialist
3 weeks ago
Software Support Analyst Role Summary
We are seeking a skilled Software Support Analyst to join our team at Leidos. As a key member of our Defence program, you will be responsible for delivering an enterprise Health Knowledge Management System (HKMS) capability that enables better clinical decision making for the Australian Defence Force (ADF).
Key Responsibilities
- Provide level 2 and level 3 software support for mission system applications, interacting with end users, and troubleshooting technical issues.
- Identify and manage ongoing process improvements to enhance operational availability and reliability.
- Complete service requests within the team's scope, monitoring and managing service request, incident, and problem queues to meet contractual KPIs.
Requirements
- Experience with application troubleshooting, diagnosing, testing, and resolving customer issues.
- Experience with ticketing, knowledge management, and IT service management 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 Windows Server, Linux, and Linux Containers.
- 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 an Enterprise IT environment.
- Ability to effectively manage multiple concurrent activities, understand and manage priorities, dependencies, and risk.
About Us
At Leidos, we value diversity and are committed to creating an inclusive workplace. We welcome 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. We offer a range of benefits, including 12 weeks' paid parental leave, flexible work practices, discounted health insurance, novated leasing, and more. We foster career growth through complete access to learning and development and mentoring opportunities.
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