Level 2 Support Analyst - Local Government (P708)
Civica delivers software solutions that help public services function better. We work with more than 5,000 public bodies worldwide, supporting over 100 million citizens through critical services. As part of our mission to champion GovTech, we are looking for a Level 2 Support Analyst to support our key product modules.
About the role
As a Level 2 Application Support Analyst you will play a key role in ensuring our customers experience high‑level, uninterrupted service. You will own troubleshooting of technical issues in one of the following product modules: Community Services, Business Intelligence System (BIS), Finance, or Revenue. You will work closely with internal teams and stakeholders to drive continuous improvement and maintain service quality.
Responsibilities
- Provide high‑quality application support for Civica products within agreed service levels.
- Troubleshoot and resolve escalated incidents from Level 1 support to restore normal service.
- Collaborate with internal teams and external stakeholders to ensure seamless service delivery.
- Maintain accurate documentation of work, resolutions and customer communications.
- Ensure compliance with data protection, security and Civica’s service management policies.
- Contribute to knowledge sharing, process improvements and service excellence.
- Support development teams with feedback to enhance product quality and user experience.
- Take ownership of personal development and continuously improve technical and customer service skills.
Requirements
- Experience in application support, ideally for enterprise or cloud‑based software.
- Solid understanding of applications and their features, database querying, scripting or automation tools, and cloud/SaaS environments.
- Ability to troubleshoot and resolve complex technical issues, manage escalations and coordinate with development or technical teams.
- Excellent verbal and written communication skills, with the ability to explain technical concepts to both technical and non‑technical audiences.
- Works effectively with colleagues and stakeholders, contributing to knowledge sharing and process improvements.
- Willingness to learn new technologies and adapt to changing application environments.
- Proficient in Microsoft Word and Excel for documentation, reporting and data analysis.
Benefits
- Inclusive, safe and welcoming environment for all employees.
- Giving culture with Days of Difference leave to volunteer for a chosen charity.
- Flexible work arrangements and support for remote working.
- Opportunities for growth and development within Civica.
We’re excited to meet candidates who bring their whole selves to work. If you feel you have the right mix of skills even if you don’t meet every point on the list, please get in touch – we would love to chat and see if you could be a great fit.
We are an equal‑opportunity employer. We do not discriminate based on race, religion, colour, national origin, gender, sexual orientation, age, marital status, veteran status or disability status. We especially encourage applicants from Aboriginal and Torres Strait Islander peoples of Australia.
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