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 a Level 2 Application Support Analyst at Civica
As a Level 2 Customer Application Support Analyst, you will provide advanced support for Civica’s Reflect & Recover solution, helping customers resolve more complex application issues that require deeper investigation and technical analysis.
You will manage escalations from Level 1, diagnose root causes, apply configuration changes or workarounds, and keep customers informed throughout the resolution process. You will work closely with Level 3 support, product, engineering, and technical operations teams to progress defects, enhancements, and more complex technical issues.
This role suits someone who enjoys problem-solving, customer support, and working across technical teams. It also provides the opportunity to contribute to knowledge base content, improve support processes, and mentor Level 1 analysts as part of a collaborative support environment
Requirements
What you will need to be successful in this role
- Experience in application support, managing complex or escalated issues
- Strong analytical and problem-solving capability
- Ability to investigate incidents and identify root causes
- Experience applying configuration changes, data fixes, or workarounds
- Understanding of SaaS or cloud-based applications
- Ability to interpret logs, data, and system behaviour
- Clear and professional communication skills
- Experience managing cases and customer updates end-to-end
- Familiarity with ITIL processes (incident, problem, change)
- Experience working with cross-functional teams (support, product, engineering)
- Exposure to tools such as Salesforce or ServiceNow
- Basic SQL skills for data review and analysis
- Strong documentation and knowledge-sharing discipline
- Ability to mentor and support junior team members
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 - 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.
Skills Required
- Experience in application support, managing complex or escalated issues
- Strong analytical and problem-solving capability
- Ability to investigate incidents and identify root causes
- Experience applying configuration changes, data fixes, or workarounds
- Understanding of SaaS or cloud-based applications
- Ability to interpret logs, data, and system behaviour
- Clear and professional communication skills
- Experience managing cases and customer updates end-to-end
- Familiarity with ITIL processes (incident, problem, change)
- Experience working with cross-functional teams (support, product, engineering)
- Exposure to tools such as Salesforce or ServiceNow
- Basic SQL skills for data review and analysis
- Strong documentation and knowledge-sharing discipline
- Ability to mentor and support junior team members
Civica Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Civica and has not been reviewed or approved by Civica.
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Flexible Benefits — Flexible Benefits: Flexible and blended working are prominently promoted, and benefits are positioned as customizable by country and team. Flexibility around hybrid options and choice of perks is highlighted as part of the offer.
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Leave & Time Off Breadth — Leave & Time Off Breadth: Paid volunteering via “Days of Difference,” options to buy extra leave, and work-from-home provisions indicate breadth in time-off programs. PTO structures and volunteering time are emphasized as integral components of the package.
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Healthcare Strength — Healthcare Strength: Private medical coverage, life and critical-illness insurance, and income protection in the UK point to robust protection benefits. Health and wellbeing initiatives for employees and families are also foregrounded.
Civica Insights
What We Do
Civica is one of the UK’s largest software companies, with over 30 years of proven expertise in delivering improved outcomes for public services around the world.
