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Software Support Specialist

2 weeks ago

Canberra, ACT, Australia beBeeSupport Full time $50,000 - $70,000
About the Role

This is an opportunity to become a Software Support Specialist within our enterprise Health Knowledge Management System (HKMS) project.

  • You will 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.

As a Software Support Analyst, you will be responsible for managing incidents end-to-end, performing root-cause analysis for problems, identifying and implementing process improvements to enhance operational availability and reliability, and collaborating with client system owners and third-party vendors to resolve escalated issues.

You will also create and maintain system documentation and knowledge base articles, while participating in on-call rotation for priority incidents.

Requirements
  • 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

Leidos offers a range of benefits to support your career development and work-life balance. This includes opportunities for professional growth, a diverse and inclusive work environment, and recognition and rewards for outstanding performance.

What We Offer
  • A dynamic and challenging work environment.
  • Opportunities for professional growth and development.
  • A competitive salary and benefits package.
  • A recognition and rewards program for outstanding performance.
About Us

We are committed to making our recruitment process accessible to all candidates. If you require any additional support during your application or throughout the recruitment process, please contact our Careers team.