Application Support Specialist

1 month ago

Farnborough, Hampshire, United Kingdom 00139 LEIDOS INNOVATIONS UK LTD. Full time
Job Title: Application Support Analyst

We are seeking an experienced Application Support Analyst to join our 24x7 support team. The successful candidate will be responsible for providing excellent customer experience when supporting newly developed bespoke applications, utilizing bespoke management tools to provide first/second-line support.

Key Responsibilities:
  • 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 fulfill annual goals as part of Leidos annual performance review process.
Operational Responsibilities:
  • 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 SLAs ensuring customer SLAs 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;
Requirements:
  • 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;
  • Quick learner;
  • Strong self-awareness, and a capacity to reflect on own practice and to learn from mistakes;
Desirable Skills:
  • 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;
Clearance Requirements:

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

What We Offer:

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).

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.

We are 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.

We are at the forefront of machine learning, AI, cyber security, and solutions. Using your skills in the technology frontline by helping to build a safer world. You can change.

We have been empowering our people to work flexibly for years. Whether you work from home, the office, or on customer sites, we will give you the digital tools and the flexibility to work smarter and align your needs and ours.

We believe that extraordinary people need opportunities to grow, to learn, and to inspire others. At Leidos, we invest in technical academies, career rotations, and a career development plan that enhances your future.

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