Application Support Analyst

Application Support Analyst

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

Salary: £28,800 - £33,900

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 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. 

Operational: 

• 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; 

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, problem, change and release management; 
• Exposure to Incident Management toolsets such as Service Now or ManageEngine 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; 

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 ServiceNow and Managed Engine
• In possession of or able to gain the appropriate security clearance

Desirable

• Working knowledge of Linux / Unix 
• Understanding and working knowledge of cloud based technologies 
• Experience of working with application monitoring and management tools such as Netcool and Splunk.
• Experience of Windows AD and account management 
• Experience in application support for a large, complex and highly available IT 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 applicants must be able to hold and maintain UK Security Clearances

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)

•    Flexi-Time 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.

What Makes Us Different:

Purpose: you can use your passion and abilities at Leidos to keep the people you care about safe. 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 inspire change.

Collaboration: having flexibility to do your job is one of our core benefits, enabling you to become part of our extraordinary team.  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.          

People: Leidos empowers people from every background to be themselves and gives you the tools to learn new skills by enabling growth whilst developing. We believe that extraordinary people need opportunities to grow, to be inspired and to inspire others. At Leidos, we invest in technical academies, career rotations and a career development plans that enhance your future.

If you're looking for comfort, keep scrolling. At Leidos, we outthink, outbuild, and outpace the status quo — because the mission demands it. We're not hiring followers. We're recruiting the ones who disrupt, provoke, and refuse to fail. Step 10 is ancient history. We're already at step 30 — and moving faster than anyone else dares.

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.