Software Support Analyst

Your New Role

Are you a talented system administrator or support analyst looking for an exciting new role in Melbourne in Leidos Australia’s Intelligence business line? 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.

In this role, you will provide Level 2 and Level 3 ITSM support for mission system applications. You will work in a small support team providing technical support and troubleshooting of technical issues and ensure continued operation of services. You’ll interact with the Leidos developers who are updating the application, the security operations team, client system owners, 3rd party product vendors and of course, end users. Other duties include:

• 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
• Performing root-cause analysis of application related issues and recommend solutions, liaising with other ITSM teams and end users as required
• 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.
• Engaging with the development team to identify new features and enhancements, and prepare for new application patches.

About You and What You'll Bring

• Experience with ticketing, knowledge management and ITSM products such as JIRA, Confluence or similar
• Experience with application troubleshooting, diagnosing, testing and resolving customer issues
• Some experience with scripting languages and task automation, or low-code platforms
• Some experience with supporting cloud-based applications (e.g. Azure or AWS)
• 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.

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.

At Leidos, we embrace diversity and are committed to creating a truly inclusive workplace. We welcome and encourage 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.

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”.