Software Support Analyst

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.

The duties of this role include:

• Provide Level 2 and Level 3 software support for mission system applications involving interacting with end users, providing technical support and troubleshooting of technical issues.
• Identifying and managing ongoing process improvements to enhance operational availability and reliability.
• Completing fulfilment of service requests within the team’s scope.
• Monitor and manage service request, incident, and problem queues to meet contractual KPI’s
• Triage and assignment of service request, incident, and problem tickets to senior software analysts or other support teams.
• Managing Incident end to end demonstrating ownership including triage, investigation, resolution, escalations and post incident follow up.
• Managing Problems end to end by performing root-cause analysis of application related issues and recommend solutions, liaising with other ITSM service towers and end users as required.
• Interact with client system owners and 3rd party product vendors as needed as part of managing incidents, problems and escalated issues.
• Creating and maintaining system and operational documentation, including the creation and maintenance of Knowledge Based Articles for the Level 1 Help Desk and Level 2 Client Business Support
• Participation in a team on-call roster and management of priority incidents and problems with in contractual KPI’s.

Requirements

About You and What You'll Bring

• Experience with application troubleshooting, diagnosing, testing and resolving customer issues.
• Experience with ticketing, knowledge management and ITSM products such as JIRA, Confluence and Micro focus Service Manager or similar.
• Experience in ITIL Service Request fulfilment, Incident and Problem processes.
• Desired experience with Windows Server, Linux and Linux Containers.
• Desired experience with scripting languages and task automation.
• Desired experience with system monitoring and alerting products such as Elasticsearch, Logstash, and Kibana.
• Knowledge of networks, network protocols and tools within an Enterprise IT environment.
• Ability to effectively manage multiple, concurrent activities, while understanding and managing priorities, dependencies and risk.
• Ability to work and liaise with team remotely due to the organisational structure being spread nationwide.

Due to the nature of work we do for our customers, all applicants are required to be Australian Citizens and hold a NV1 security clearance with AGSVA and be capable of upgrading to a NV2 security clearance.