Application Support Analyst

Application Support Analyst

Location: Hybrid working Farnborough on a Shift Pattern

Are you ready for your next career challenge?

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 this role will be agreed during the interview stage. Due to the nature of this role a high level Security Clearance will be require.

Your Role

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 second/third line support.

What does Leidos need from me?

Strategic

• Provide second and third line support for a 24/7 Live Service;

• 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.

Operational

• Liaise with customers and third parties to provide application specific expertise;

• 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 2 and 3 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 KPI’s ensuring customer KPI’s are aligned to and avoiding breaches;

• As part of the support team, ensure customer and third parties are working within the contractually agreed limits;

• Proactively work closely with other support and development teams within Leidos;

• Identification of continual service improvement initiatives as part of application support team;

• Provide proactive and reactive support for high priority incidents whilst mitigating impacts to a LIVE service

• Provide proactive and reactive support for high priority incidents whilst mitigating impacts to a multiple test environments;

What does Leidos need from me?

Experience in some or all of the following technologies:

• Linux / Unix

• Windows

• Shell scripting and SQL

• IBM hardware & software solutions (including DB and data processing solutions)

Additional skills:

• Understanding and working knowledge of cloud based technologies

• Experience in application support for a large, complex and highly available IT system;

• Ability to translate technical issues into user friendly language;

• Excellent communication skills (oral and written), including the ability to listen effectively

Clearance Requirements: Applicants will need to be eligible for high level security clearance