Software Support Analyst

**Company Description**
At Leidos, we do work that really matters inspired by our mission to make the world safer, healthier, and more efficient through technology, engineering, and science. With 25 years of local experience, our over 2000 team members, work together to solve Australia's toughest challenges in government, defence, intelligence and border protection. We're robust and ambitious, and we empower our people to do their best work. You'll feel inspired by what you can achieve and will be supported by an inclusive and flexible culture that genuinely cares for your wellbeing. Together, we can be the difference.

We've got so much to offer at Leidos, here are a just a few of the **Benefits** we provide our team:

- ** 12 Extra Days Leave**: Life Days are the Leidos way of recognising that we all need some extra time out to take care of life. By working slightly more than the minimum weekly hours (2 hours per week for full timers) you can accrue up to an extra 12 days of leave per year.
- ** Leidos Life Hub**provides access to discount offers or cashback rewards with over 400 Australian and International retailers.
- ** Professional development** and support to set you up for success and assist you in achieving your career aspirations.

**Job Description** Your New Role**

Are you a talented system administrator or support analyst looking for an exciting new role in Canberra. Our exciting classified programs at Leidos develop and support our Federal Government customers IT systems, including mission critical classified system. We have multiple opportunities to join our exciting multi-year program to deliver and support an enterprise Case Management System.
- Level 2 and Level 3 System monitoring, technical support and reporting, including ongoing process improvements to enhance operational availability and reliability
- Completing incident ownership including triage, investigation, resolution, escalations and post incident follow up
- Creating and maintaining system and operational documentation, including the creation and maintenance of Knowledge Based Articles for the Level 1 Help Desk and Level 2 Client Business Support
- Participation in a team on-call roster and management of priority incidents and problems with in contractual KPI's.
- Maintaining AWS and on-premises infrastructure

**Qualifications** About You and What You'll Bring**
- Experience with ticketing, knowledge management and ITSM products such as JIRA, Confluence or similar
- Some experience with scripting languages and task automation, or low-code platforms
- Some experience maintaining AWS and on-premises infrastructure
- Knowledge of ITIL Incident, Problem, Service Request fulfilment processes
- Ability to effectively manage multiple, concurrent activities, while understanding and managing priorities, dependencies and risk
- Ability to work and liaise with team remotely due to the organisational structure being spread between Canberra and Melbourne on different networks.

**_ Due to the nature of work we do for our customers, all applicants are required to be Australian Citizens and hold a NV1 security clearance and be capable of upgrading to a PV security clearance._**
**Additional Information**
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.

You'll enjoy 12 weeks' paid parental leave as a primary carer, flexible work practices, discounted health insurance, novated leasing and more. Foster your career through complete access**to learning and development and mentoring opportunities, we have a strong track record of internal promotion and career transitions. Join a company who acknowledges "People First".