Application Support Analyst

Leidos; Farnborough; On-site; GBP 30,000 - 45,000; Full time

Job summary

Leidos is seeking an Application Support Analyst to join their 24x7 support team in Farnborough. The role involves providing excellent customer support for bespoke applications, managing incidents, and ensuring service quality. Candidates should have strong communication skills, an understanding of ITIL processes, and a background in application support. This position offers a collaborative culture and a comprehensive benefits package, including a contributory pension scheme and private medical insurance.

Benefits

Contributory Pension Scheme

Private Medical Insurance

33 days Annual Leave

Access to Flexible benefits

Qualifications

• Understanding of ITIL processes for incident, problem, change, and release management.
• Ability to translate technical issues into user-friendly language.
• Experience in application support for large, complex IT systems.

Responsibilities

• Provide 24x7 support for bespoke applications.
• Liaise with customers to resolve application support issues.
• Create and maintain detailed service support documentation.

Skills

Communication skills

Team player

Quick learner

Self-awareness

Tools

Incident Management toolsets (e.g., Service Now, Remedy)

Application monitoring and management tools

Linux / Unix

Cloud-based technologies

Job description

Description

Application Support Analyst

Location: Farnborough

Due to continued growth, we have a requirement for 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.

The 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 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;
• 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;
• Identify 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 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: Due to the nature of this role, Security Clearance will be required, so you must hold or have the ability to achieve Security Clearance.

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 top talent. Our rewards include:

• 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)

Dynamic Working

Commitment to Diversity:

We welcome applications from all parts of the community and are committed to a diverse and inclusive culture. If you have a disability or need 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.

What Makes Us Different:

Purpose: Use your passion and abilities at Leidos to keep people safe. We are at the forefront of machine learning, AI, cybersecurity, and solutions. Use your skills in the technology frontline to help build a safer world. You can inspire change.

Collaboration: Flexibility in your work is a core benefit, empowering you to be part of our team. Whether working from home, the office, or on-site, we provide the tools and flexibility to work smarter and meet your needs.

People: We empower people from all backgrounds to be themselves and offer tools to learn new skills, grow, and develop. We invest in technical academies, career rotations, and development plans to enhance your future.