Second Line Application Support Analyst
Everything we do is built on a commitment to do the right thing for our customers, our people and our community. Our mission and our values guide the way we do business. The foundation of our Leidos culture is our Values, Beliefs and Expectations by which we select, recognise, and reward employees. They create the environment that drives us toward our mission.
Inspired to make a difference, we are committed to solving the world's toughest problems. Passionate about customer success by being determined to understand and respond to our customers' needs as if they were our own.
United as a team, we are bound together by our conviction that ethics and integrity is core to how we operate.
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. Due to the nature of this role Security Clearance will be required so you must hold or have the ability to achieve Security Clearance.
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.
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;
What Does Leidos Need From Me?
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 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, gym memberships, annual buy and sell holidays and a cycle to work scheme)
• Dynamic Working
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.
Who We Are:
Leidos UK & EUROPE – we work to make the world safer, healthier, and more efficient through technology, engineering, and science.
Leidos is a growing company delivering innovative technology and solutions focused on safeguarding critical capabilities and transformation in frontline services, our work in the United Kingdom includes addressing some of the most complex problems in defence, healthcare, government, safety and security, and transportation.
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.