Software Support Analyst

Cleared Recruitment is excited to partner with a leading Defence technology provider to recruit a NV1 Software Support Analyst for a long-term Defence program based in Canberra. This is a permanent role, offering the opportunity to contribute to mission-critical national capability.

About the Role:

As a Software Support Analyst, you will provide Level 2/3 software support across mission systems, ensuring operational effectiveness and reliability. The role involves technical troubleshooting, incident management, stakeholder engagement, and supporting process improvements to maintain system performance. You will also work closely with system owners and third-party vendors to deliver effective solutions.
You must hold an active NV1 clearance with the ability to upgrade to NV2.

Key Responsibilities:

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  Provide Level 2/3 software support, including troubleshooting and incident resolution.
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  Manage service requests, incidents, and problems end-to-end to meet KPIs.
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  Perform root cause analysis and recommend process improvements.
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  Collaborate with client system owners and vendors to resolve issues.
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  Maintain system documentation and knowledge base articles.
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  Participate in an on-call rotation for priority incident response.

Key Skills & Experience:

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  Experience troubleshooting applications and resolving customer issues.
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  Familiarity with ITSM tools such as JIRA, Confluence, or Micro Focus Service Manager.
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  Understanding of ITIL processes across Service Request, Incident, and Problem Management.
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  Scripting and task automation experience (desirable).
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  Knowledge of monitoring tools such as Elasticsearch, Logstash, and Kibana (desirable).
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  Strong understanding of enterprise networks and protocols.

Location: Canberra (On-site)

Security Clearance: NV1 required (must be able to upgrade to NV2).

Why Apply?

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  Permanent role supporting a high-profile Defence program.
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  Career development opportunities in a mission-critical environment.
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  Work in a team that values collaboration, diversity, and innovation.
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  Defence and Federal Government experience, particularly veterans, is highly valued.

Interested? Contact Daniel at M: 0424 906 007 or for a confidential discussion.
At Cleared Recruitment, we connect skilled professionals with opportunities across Defence, Intelligence, and National Security. Ask us about our referral program-successful referrals can earn up to $1000 in gift cards (T&Cs apply).