Do Work That Matters
Leidos Australia delivers IT and airborne solutions that protect and advance the Australian way of life. Our 2000 local experts, backed by our global experience and network of partners, are working to solve the world's toughest challenges in government, intelligence, defence, aviation, border protection and health markets.
Your New Role And Responsibilities
We have multiple opportunities to join our exciting multi-year Defence program to deliver an enterprise Health Knowledge Management System (HKMS). This capability will enable better clinical decision making for the ADF by providing market leading healthcare to ADF personnel and is a key capability and priority for the ADF.
Provide Level 2 and Level 3 software support for mission system applications. Provide technical support and troubleshooting of technical issues and ensure continual operations of services to meet required KPIs. Interact with users, client system owners and 3rd party product vendors.
Key Responsibilities
1. Provide Level 2 and Level 3 system monitoring, technical support, reporting, and continuous process improvements to enhance operational availability and reliability.
2. Own end‐to‐end incident and service request management within the Level 2 scope, including triage, investigation, resolution, escalation, post‐incident follow‐up, and fulfilment.
3. Monitor, triage, prioritise, and assign service request, incident, and problem tickets to senior software analysts or appropriate support teams to meet contractual KPIs.
4. Perform root‐cause analysis of application‐related issues and recommend solutions, liaising with ITSM service towers and end users as required.
5. Create and maintain system, operational, and knowledge documentation, including Knowledge Base Articles for Level 1 Help Desk and Level 2 Client Business Support.
6. Participate in the on‐call roster and manage priority incidents and problems within contractual KPIs.
About You And What You'll Bring
7. Proven experience troubleshooting applications, diagnosing, testing, and resolving customer issues using ITSM tools such as JIRA, Confluence, and Micro Focus Service Manager (or similar).
8. Strong understanding of ITIL processes, including Service Request fulfilment, Incident, and Problem Management.
9. Desired experience with cloud and infrastructure technologies including AWS (EC2, CloudWatch), Windows Server, Linux, Linux containers, and Azure Active Directory B2C.
10. Desired experience with system monitoring, alerting, and observability tools such as Elasticsearch, Logstash, Kibana, as well as scripting and task automation.
11. Sound knowledge of enterprise networking concepts, network protocols, and associated tools.
12. Ability to manage multiple concurrent priorities while assessing dependencies and risk, and to collaborate effectively with remote, geographically distributed teams.
This role does require the successful applicant to be an Australian Citizen and hold a Baseline security clearance but be willing and able to uplift to an NV‐1 security clearance.
Equal Opportunity Employment
Leidos Australia is an equal opportunities organisation and is committed to creating a truly inclusive workplace. We welcome and encourage applications from Aboriginal and Torres Strait Islanders, culturally and linguistically diverse people, people with disabilities, veterans, neurodiverse people, and people of all genders, sexualities, and age groups. All qualified applicants will receive consideration for employment without regard to sex, race, ethnicity, age, national origin, citizenship, religion, physical or mental disability, medical condition, genetic information, pregnancy, family structure, marital status, ancestry, domestic partner status, sexual orientation, gender identity or expression, veteran or military status, or any other basis prohibited by law. Leidos will also consider for employment qualified applicants with criminal histories consistent with relevant laws.
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