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.

Our team feel Leidos is a great place to work. Learn more about our culture and benefits by visiting us here https://www.leidos.com/company/global/australia/careers

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 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 – if you meet most of them, we encourage you to submit your application. We’re most 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 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.

Leidos Australia is an equal opportunities organisation and is 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.

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

To apply for this role, follow the links or apply via our Careers page.

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.

We are committed to making our recruitment process accessible to all candidates. Please contact our Careers team [email protected] if you’d like to discuss any additional support during your application or throughout the recruitment process.

If you're looking for comfort, keep scrolling. At Leidos, we outthink, outbuild, and outpace the status quo — because the mission demands it. We're not hiring followers. We're recruiting the ones who disrupt, provoke, and refuse to fail. Step 10 is ancient history. We're already at step 30 — and moving faster than anyone else dares.

Original Posting:

For U.S. Positions: While subject to change based on business needs, Leidos reasonably anticipates that this job requisition will remain open for at least 3 days with an anticipated close date of no earlier than 3 days after the original posting date as listed above.

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.

About Leidos

Leidos is an industry and technology leader serving government and commercial customers with smarter, more efficient digital and mission innovations. Headquartered in Reston, Virginia, with 47,000 global employees, Leidos reported annual revenues of approximately $16.7 billion for the fiscal year ended January 3, 2025. For more information, visit www.Leidos.com.

Pay and Benefits

Pay and benefits are fundamental to any career decision. That's why we craft compensation packages that reflect the importance of the work we do for our customers. Employment benefits include competitive compensation, Health and Wellness programs, Income Protection, Paid Leave and Retirement. More details are available at www.leidos.com/careers/pay-benefits.

Securing Your Data

Beware of fake employment opportunities using Leidos’ name. Leidos will never ask you to provide payment-related information during any part of the employment application process (i.e., ask you for money), nor will Leidos ever advance money as part of the hiring process (i.e., send you a check or money order before doing any work). Further, Leidos will only communicate with you through emails that are generated by the Leidos.com automated system – never from free commercial services (e.g., Gmail, Yahoo, Hotmail) or via WhatsApp, Telegram, etc. If you received an email purporting to be from Leidos that asks for payment-related information or any other personal information (e.g., about you or your previous employer), and you are concerned about its legitimacy, please make us aware immediately by emailing us at [email protected].

If you believe you are the victim of a scam, contact your local law enforcement and report the incident to the U.S. Federal Trade Commission.

Commitment to Non-Discrimination

All qualified applicants will receive consideration for employment without regard to sex, race, ethnicity, age, national origin, citizenship, religion, physical or mental disability, medical condition, genetic information, pregnancy, family structure, marital status, ancestry, domestic partner status, sexual orientation, gender identity or expression, veteran or military status, or any other basis prohibited by law. Leidos will also consider for employment qualified applicants with criminal histories consistent with relevant laws.