Application Support Analyst

Location: Farnborough - Shift Pattern

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 satisfaction, then working for Leidos is the career move for you. Due to continued growth, we have a requirement for entry-level 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.

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 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; 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 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 the 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;
• Quick learner;
• Strong self-awareness, and a capacity to reflect on own practice and to learn from mistakes.

It would be great if you had any experience in the following:

• 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 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)

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: 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.
• Collaboration: Having 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 encourages people from every background to be themselves and gives you the tools to learn new skills. We believe that extraordinary people need opportunities to grow and inspire others. At Leidos, we invest in technical academies, career rotations, and career development plans that enhance your future.