Level 2 support analyst - local government (melbourne)

At Civica, we're passionate about delivering software that helps public services work better. As a Level 2 Application Support Analyst, you'll play a key role in supporting our customers by resolving incidents and ensuring our products and services run smoothly.

You'll take ownership of technical issues within one of our key product modules: Community Services, Business Intelligence System (BIS), Finance, or Revenue. Diagnosing and resolving complex incidents while keeping customers informed throughout the process. You'll also work closely with internal teams and stakeholders to maintain service quality and drive continuous improvement.

• 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.

• Incident Management: ability to troubleshoot and resolve complex technical issues, manage escalations, and coordinate with development or technical teams.
• Customer Focus: excellent verbal and written communication skills, with the ability to explain technical concepts to both technical and non-technical audiences.
• Teamwork & Collaboration: works effectively with colleagues and stakeholders, contributing to knowledge sharing and process improvements.
• Tools: proficient in Microsoft Word and Excel for documentation, reporting, and data analysis.

• Inclusive, safe, and welcoming environment for all Civicans.
• Opportunities for growth and personal development.
• Giving culture: Days of Difference leave to volunteer for a charity of your choice.
• Flexible work: technology and tools to support working from home and occasional office collaboration.