Application Support Analyst

Application Support Analyst

Location: Farnborough on a 4 days on, 4 days off shift pattern

Salary: £28,800 - £33,900

Job Summary: The Application Support Analyst operates on a shift basis, providing systems administration support to end users of biometric services. Responsibilities include Access, Event, Incident, Request and Problem Management activities.

• 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 team’s skills remain relevant to evolving technologies.
• Work with the Line Manager to identify personal development opportunities (Leidos IDP).
• Work with the Line Manager to identify and fulfil annual goals (performance review).

• 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 customer applications.
• Provide level 1 support for bespoke customer applications.
• Be responsible for critical applications and take ownership of incidents and service requests raised by customers.
• Ensure SLA compliance and avoid SLA breaches.
• Work closely with other support and development teams within Leidos.
• Identify continual service improvement initiatives as part of the support team.

• IT Support Team Lead
• Service Delivery Managers (SDMs)
• Application Duty Technicians

• Experience providing system administration to company/mission critical IT systems.
• Excellent communication and interpersonal skills for internal and external service clients.
• Solid IT troubleshooting skills with systematic problem‑decomposition.
• Understanding of ITIL processes, especially incident, problem, change and release management.
• Exposure to Incident Management tools such as Service Now or Manage Engine.
• Excellent team player, quick learner, strong self‑awareness and capacity to reflect and learn from mistakes.

• Experience with ITIL Fundamentals, Incident, Request, Release, Problem and Change Management.
• Basic understanding of Unix/Linux operating systems and command line.
• Microsoft Windows proficiency.
• Basic understanding of Oracle databases.
• Experience with incident logging systems such as Service Now and Manage Engine.
• In possession of or able to gain an appropriate security clearance.

• Working knowledge of Linux/Unix.
• Understanding of cloud‑based technologies.
• Experience with application monitoring and management tools such as Netcool and Splunk.
• Experience with Windows AD and account management.
• Experience in application support for a large, complex and highly available IT system.

• IT Support Team Lead
• Application Support Duty Technician

Clearance Requirements: All applicants must be able to hold and maintain UK Security Clearances.

• Contributory Pension Scheme
• Private Medical Insurance
• 33 days Annual Leave (including public and privilege holidays)
• Access to flexible benefits (life assurance, health schemes, gym memberships, annual buy and sell holidays and a cycle‑to‑work scheme)
• Flexi‑Time Working

We welcome applications from every part of the community and are committed to a truly diverse and inclusive culture. We provide equal access to opportunities and resources for everyone.

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.