Software Support Analyst

1 week ago

Canberra, ACT, Australia Leidos Full time

Software Support Analyst
Base pay range: $80,100.00/yr - $118,440.00/yr
Software Support Analyst position on a multi-year Defence program to deliver an enterprise Health Knowledge Management System (HKMS).
This capability will enable better clinical decision making for the Australian Defence Force (ADF) by providing market-leading healthcare to ADF personnel.
What You'll Do
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 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.
Don't worry if you don't tick all the boxes – we're interested in your strengths, what you want to learn and how far you want to go.
Due to the nature of work we do for our customers, all applicants are required to be Australian Citizens and hold an NV-1 security clearance with AGSVA and be capable of upgrading to an NV-2 security clearance.
Diversity, Inclusion and Next Steps
Leidos Australia is an equal opportunities organisation.
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.
We have advocacy groups to support diverse employees and foster inclusion.
Next Steps
To apply for this role, follow the links or apply via our Careers page.
Recruitment process – 1-2 interviews (depending on role seniority) and background checks.
We are committed to accessible recruitment.
Please contact our Careers team if you'd like to discuss additional support during your application.
We're the tech company everyone calls when things get weird.
We solve high-stakes problems with code, caffeine, and a healthy disregard for "how it's always been done."
Full details on posting and pay range are provided in the original listing.
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