Software Support Analyst

**Description**

**Software Support Analyst**
- Accrue up to an extra 12 days of leave per year through our Life Days program.
- Work with world leading technology business at the forefront of innovation.
- We’re a ‘Family Friendly’ certified workplace - we understand the often many and varied roles our team members need to play within their own unique family setting and actively support them.

**Do Work That Matters**

Leidos Australia delivers IT and airborne solutions that protect and advance the Australian way of life. Our 2000 local experts, backed by our global experience and network of partners, are working to solve the world’s toughest challenges in government, intelligence, defence, aviation, border protection and health markets.

**Your New Role and Responsibilities**

We have an opportunity for a Software Support Analyst to join our exciting multi-year Defence program to deliver an enterprise Health Knowledge Management System (HKMS). This capability will enable better clinical decision making for the ADF by providing market leading healthcare to ADF personnel and is a key capability and priority for the ADF.
- 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.
- Create and maintain system documentation and knowledge base articles, while participating in on-call rotation for priority incidents.

**What You’ll Bring to Make An Impact**
- 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.
- Due to the nature of work we do for our customers, all applicants are required to be Australian Citizens and hold a NV-1 security clearance with AGSVA and be capable of upgrading to a NV-2 security clearance._

**Diverse Team Members, Shared Values and a Common Purpose**
- Providing our customers with smarter solutions takes an incredible team with diversity of thought, experience and perspectives driving innovation. Inclusion is at the heart of our culture and is one of our core values. It's about creating a workplace where everyone can do important work, feels welcome, valued, and respected, and has equal access to opportunities to thrive. Paul Chase - Chief Executive, Leidos Australia._

Our five Advocacy Groups (Women and Allies Network, Young Professionals, Defence & Emergency Services, Action for Accessibility and Abilities and Pride+) provide an opportunity for team members to connect and collaborate on shared interests, and work to support and celebrate our diverse community.

**Next Steps**
- Recruitment process - 1-2 interviews (depending on seniority of role) & background checks.
- Applicants may also need to meet International Traffic in Arms Regulations (ITAR) requirements. In certain circumstances this can place limitations on persons who hold dual nationality, permanent residency or are former nationals of certain countries as per ITAR 126.1.

**Original Posting**:
**Pay Range**:
The Leidos pay range for this job level is a general guideline only and not a guarantee of compensation or salary. Additional factors considered in extending an offer include (but are not limited to) responsibilities of the job, education, experience, knowledge, skills, and abilities, as well as internal equity, alignment with market data, applicable bargaining agreement (if any), or other law.