Application Support Analyst

Application Support Analyst

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

Salary: 28800 - 33900

The Role:

This Application Support Analyst ultimately operates on a shift basis and involves providing systems administration support to end users of the biometric Services.

The Service Desk function is responsible for Access Event Incident Request and Problem Management activities.

What will I be doing

• The Application Support Analyst will be based out of our Farnborough offices to provide 24x7 support to bespoke applications. You will be expected to provide an excellent customer experience when supporting newly developed bespoke applications utilising bespoke management tools to provide first / second line support.

Strategic:

• Support the Shift Supervisor in the provision of application support and maintenanceservices;
• Support andmaintaincustomer 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 serviceterm;
• Work closely with Line Manager toidentifypersonal development opportunities as part of the Leidos Individual Development Plan (IDP) process;
• Work closely with Line manager toidentifyand fulfil annual goals as part of Leidos annual performance review process.

Operational:

• Liaise with customers to resolve application support issues;
• Work with newly built applications onnew technologystacks;
• Create andmaintaindetailed 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 SLAs ensuring customerSLAsare aligned to and avoiding SLAbreaches;
• Proactively work closely with other support and development teams within
  
  Leidos;
• Identification of continual service improvement initiatives as part of application support team;

Key Relationships

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

What does Leidos need from me

Essential Experience

Required:

• Experience providing system administration to company / mission critical IT systems and the ability to contribute to their further development.
• Excellent communication and interpersonal skills to meet the needs of a wide range of external and internal service clients and to develop effective working relationships within Leidos both oral and written.
• Solid IT troubleshooting skills to deal with a wide range of different processes and systems with the ability to understand a problem by breaking it down systematically into its component parts.
• Understanding of ITIL processes and their importance in a support environment with specific consideration to incident problemchangeand release management;
• Exposure to Incident Management toolsets such as Service Now or Manage Engine would be beneficial;
• An excellent team player;
• Quick learner;
• Strong self-awareness and a capacity to reflect on own practice and to learn frommistakes;

Adherence to the Leidos customer care policy.

• To abide by the Leidos protocols.
• To promote the success of the programme and Leidos Innovations.
• The role is shift based 4 days on / off pattern
• 4 day shifts 07:00 to 19:00 hours
• 4 night shifts 19:00 to 07:00 hours
• To contribute to the planning and development of the overall service.
• To undertake duties of a similar level and nature elsewhere in Leidos if necessary to ensure that customer needs are met.

Skillset

Required:

• Experience in ITIL Fundamentals Incident Request Release Problem and Change Management.
• Basic understanding of Unix / Linux operating systems and command line.

• Microsoft Windows
• Basic understanding of Oracle databases
• Experience with incident logging systems such as Service Now and Managed Engine
• In possession of or able to gain the appropriate security clearance

Desirable

• Working knowledge of Linux / Unix
• Understanding and working knowledge ofcloud based technologies
• Experience of working with application monitoring and management toolssuch as Netcool and Splunk.
• Experience of Windows AD and account management
• Experience in application support for a largecomplexandhighly availableIT system

This role requires someone who can join a team managing a busy service desk and sometimes independently. We require someone who has the following:

• Commitment to working as a member of a team which responds flexibly to changing pressures and demands.
• An active interest in the development of the Service Desk function and its contribution to the programme.
• Ability to work under pressure to tight timescales.
• Proven ability to prioritise and organise a large busy workload planning activities for self and others in a fast-paced environment.
• Ability to work in the required environment including a satisfactory security clearance.

Career Path

• IT Support Team Lead
• Application Support Duty Technician

Clearance Requirements: All…