Application Support Analyst
Are you an Application Support Analyst with experience working with customers bespoke systems? If you have a passion for outstanding support, investigating and resolving incidents and a keen focus on customer support and customer satisfaction then working for Leidos is the career move for you.
Due to continued growth, we have a requirement for Application Support Analysts to join our 24x7 support team. The shift pattern for these roles will be 4 days on and 4 days off covering both day and night shifts. Candidate must be able to Security Clearance.
At Leidos, we deliver innovative solutions through the efforts of our diverse and talented people who are dedicated to our customers’ success. We empower our teams in the UK to address some of the most complex problems in defence, healthcare, government, safety and security, and transportation. Everything we do is built on a commitment to do the right thing for our customers, our people, and our community. Our Mission, Vision, and Values guide the way we do business.
Application Support Analyst will require the following skills and experience:-
Support the Shift Supervisor in the provision of application support and maintenance services;
Support and maintain customer relationships as part of an application support team;
Contribute to ensuring the skills within the application support team are kept relevant to changing technologies of which customers take advantage of throughout their service term;
Work closely with Line Manager to identify personal development opportunities as part of the Leidos Individual Development Plan (IDP) process;
Work closely with Line manager to identify and fulfil annual goals as part of Leidos annual performance review process.
Liaise with customers to resolve application support issues;
Work with newly built applications on new technology stacks;
Create and maintain detailed service support documentation relevant to the customer applications where required;
Provide level 1 support for a bespoke customer application
Be responsible for critical applications and take Ownership of Incidents and Service Requests raised by the customer;
As part of the support team, work within defined SLA’s ensuring customer SLA’s are aligned to and avoiding SLA breaches;
Proactively work closely with other support and development teams within Leidos;
Identification of continual service improvement initiatives as part of application support team;
Required Skills and Fit:
Understanding of ITIL processes and their importance in a support environment with specific consideration to incident, problem, change and release management;
Excellent communication skills (oral and written), including the ability to listen effectively;
Ability to translate technical issues into user friendly language;
Exposure to Incident Management toolsets such as Service Now or Remedy would be beneficial;
An excellent team player;
Strong self-awareness, and a capacity to reflect on own practice and to learn from mistakes;
Working knowledge of Linux / Unix
Understanding and working knowledge of cloud based technologies
Experience of working with application monitoring and management tools
Experience of Windows AD and account management
Experience in application support for a large, complex and highly available IT system;
What do we do for you?
At Leidos we are PASSIONATE about customer success, UNITED as a team and INSPIRED to make a difference. We offer meaningful and engaging careers, a collaborative culture, and support for your career goals, all while nurturing a healthy work-life balance.
We provide an employment package that attracts, develops and retains only the best in talent. Our reward scheme includes:
• Contributory Pension Scheme
• Private Medical Insurance
• 33 days Annual Leave (including public and privilege holidays)
• Access to Flexible benefits (including life assurance, health schemes, childcare vouchers and cycle to work scheme)
Commitment to Diversity
We welcome applications from every part of the community and are committed to a truly diverse and inclusive culture. We foster a sense of belonging, welcoming all perspectives and contributions, and providing equal access to opportunities and resources for everyone.
If you have a disability or need any reasonable adjustments during the application and selection stages please let us know, and we will respond in a way that best fits your needs.