Application Support Analyst

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Civica US

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2023

🏛️ Government

☁️ SaaS

📚 Education

Government • SaaS • Education

Civica US is a global leader in public sector software, providing solutions that help deliver critical services for citizens around the world. The company's software is utilized by over 5,000 public bodies globally, supporting more than 100 million citizens. Civica's products are designed to serve government departments, justice and court systems, education institutions, and health and care providers. Their capabilities include cloud and digital services, data analytics, financial management, people management, and governance risk compliance. As a GovTech company, Civica US specializes in creating software that improves outcomes and efficiencies across various public sector domains, aiding in administrative processes, data management, and citizen engagement.

📋 Description

• Deliver excellent customer service and application support in line with defined service levels and Civica values • Diagnose, troubleshoot and resolve complex customer issues using a customer-centric approach • Maintain accurate records of customer interactions, work completed and system changes in compliance with data protection and company policies • Follow Service Management processes, ticket handling procedures, and information security/ compliance requirements. • Continuously develop technical, customer service, and process knowledge to perform effectively in the role • Contribute to continuous improvement by identifying recurring issues, improving knowledge management, and suggesting process enhancements. • Manage workload proactively whilst collaborating with team members to meet productivity, quality and operational targets.

🎯 Requirements

• Familiarity with Software as a Service environment, cloud applications and / or on premises applications. • Technical Proficiency: Demonstrates a solid understanding of, configuration, and data structures. Capable of analysing support cases and applying technical solutions such as configuration changes or data adjustments in a controlled and efficient manner. • Customer Communication: Communicates clearly, professionally, and empathetically with customers. Able to explain complex issues in simple terms, set realistic expectations, and maintain consistent updates throughout the case lifecycle. • Analytical Thinking: Applies structured problem-solving skills to investigate incidents and identify the most appropriate course of action. Capable of interpreting logs, data, and system behaviour to support diagnosis and resolution. • Team Collaboration: Works effectively with cross-functional teams, including First Line Analysts and Senior Application Support Analysts, developers, and product managers. Willingly shares knowledge and contributes to a culture of continuous improvement. • Process and Documentation Discipline: Follows defined support processes, including case management, escalation protocols, and change controls. Accurately documents resolutions and contributes to knowledge base content to support learning and reuse.

🏖️ Benefits

• 25 Days Annual Leave + bank holidays – plus the option to buy up to 10 extra days! • Days of Difference – Up to 3 extra days off for volunteering. • Pension Contributions – 5% employer match to support your future. • Income Protection – Up to 75% salary cover for long-term illness. • Life Assurance – 4x salary tax-free lump sum. • Critical Illness Cover – £25,000 lump sum (extendable to dependents). • Private Medical Insurance – Fast access to private healthcare. • Health Cash Plan – Claim back physio, therapies & more. • Dental Insurance – Cover for routine & emergency care. • Electric Vehicle (EV) Scheme – A wide range of electric & hybrid vehicles. • Affinity Groups – Join employee-led communities. • Bounty Bonus – Refer a friend & get rewarded.