Application Support Analyst (Housing / Asset Management)

June 8

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Civica US

We're a global company building smart software that helps improve public services

software • governmental processes • municipal IT support • public safety support

51 - 200


• Ensure that incident SLA’s are met and exceed the ongoing team target. • Ensure the support desk excels in delivering customer service. • Progressing incidents or requests for service from logging to investigation to close on the support system. • Act as a first point of contact to customers. • Ensure incidents and requests for service are investigated and resolved in accordance with the customer's SLA. • Maintaining good communication with customers to provide updates on the status of their support logs. • Identify and escalate high-priority incidents to the Customer Support Manager. • Liaising regularly with the Product team on any major product issues. • Identify and escalate incidents likely to breach the contractual SLA • Excellent front-end product knowledge • Ongoing product familiarization as the product expands • Identify, write, prepare, and publish customer-facing Knowledge Base Articles • Write prepare and record educational product videos • Learning to work effectively as part of a team as well as on own initiative • An excellent understanding of support procedures and Civica policies.


• Professional Qualification in related area • Customer service experience • Excellent written and verbal communication skills with a strong commitment to customer service excellence. • An analytical approach to problem solving • Self-motivated • An enthusiastic and positive approach • Excellent telephone manner • Must be motivated and keen to learn • Competent in MS Excel and familiar with other MS Office products • Experience of Housing/Asset Management • Educated to Degree level. • An interest in IT • Experience with SLA’s and KPI monitoring. • Training experience • Previous application support experience • SQL experience


• Civica Foundation| Giving Culture: We encourage our people to take advantage of our Days of Difference initiative that makes a lasting impact in the community through goodness and charity. • Civica Culture | Work life balance and Blended working: Flexible working, less commuting, and more time with friends and family gives a perfect work-life balance to our people. • Learning and Development | Growth Opportunities: Civica has a unique 70:20:10 learning model, supporting your learning demands in an interesting, challenging & fun way! • Employee Wellbeing: Being a people-first company, we have integrated health and wellbeing benefits for our members and their family. We have a team of Mental Health Champions working hard to change the stigma around Mental Health. We routinely run awareness workshops to ensure our colleagues better understand how Mental Health can impact your day-to-day life. We are available for support when you need it most and actively encourage our people to reach out to us. • Generous Leave Policy: Civica allows you to take time off from work with generous leave benefits • Rewards and Recognition: We recognize and appreciate our colleagues for their contribution by monetary/non-monetary recognitions and rewards. • Tenure Milestone Recognition: We value and recognize the years of service of our people. • Employee-led Affinity Groups: Civica has different affinity groups in place, where people can share experiences and put forward their ideas, suggestions, and recommendations to make Civica an even more inclusive organization for everyone. Our groups are for anyone who wants to support and ally with that community.

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