We’re Civica and we make software that helps deliver critical services for citizens all around the world. From local to state government, to education, to health and care, over 5,000 public bodies across the globe use our software to help provide critical services to over 100 million citizens.
Our aspiration is to be a GovTech champion everywhere we work around the globe, supporting the needs of citizens and those that serve them every day. Building on 21 years of continuous growth and success, we're at a pivotal point on our journey to realise that aspiration.
As a company, we’re passionate about what we do and the citizens we help to serve. If you too would like to help champion the use of technology in public services, to improve outcomes for citizens and public sector organisations, then Civica is the right place for you. We will help you unlock the best version of yourself, achieve growth in your career whilst making a real difference to people and communities.
Why you will love this opportunity as Level 2 Support Analyst at Civica
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.
What you’ll be doing?
- 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
What you will need to be successful in this role?
- Experience: In application support, ideally supporting enterprise or cloud-based software.
- Technical Skills: Strong understanding of applications and their features, database querying, scripting or automation tools, and cloud/SaaS environments.
- 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.
- Adaptability & Learning Agility: Willingness to learn new technologies and adapt to changing application environments.
- Tools: Proficient in Microsoft Word and Excel for documentation, reporting, and data analysis.
We really do want you to bring your whole self to work. There is no such thing as the perfect candidate, so if you think you have what it takes, but don't necessarily meet every single point on the list, please still get in touch. We'd love to have a chat and see if you could be a great fit.
Benefits
Why you'll love working with us.
We know that when our people are happy, they will work better and have greater work satisfaction. Here's what you can expect:
We're all different - and we love this about us.
We provide an inclusive, safe, and welcoming environment to all Civicans - there are heaps of opportunities to enable you to grow and be your best.
Giving culture - we encourage you to "give back" with benefits such as our Days of Difference leave where you can volunteer for a charity of your choice.
Flexible Work - we have the technology and tools to support you to work from home and come into our offices now and then to catch up and socialise with colleagues.
Apply for this job - Become part of something special Do you see yourself in this role? If so, then we would love to hear from you.
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. In fact, we strongly believe that diversity of experience contributes to a broader collective perspective that will consistently lead to a better company and better outcomes. We are working hard to increase the diversity of our team wherever we can, and we actively encourage everyone to consider becoming a part of it. We are especially keen to receive applications from Aboriginal and Torres Strait Islander peoples of Australia.
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