Application Support Analyst

About the role

Application Support Analyst UK Based Description 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. Why you will love this opportunity as an Application Support Analyst at Civica This is a fantastic opportunity for someone who enjoys problem solving and making a real difference to customers every day. As an Application Support Analyst, you'll be the go-to expert for investigating and resolving complex software issues and helping customers get maximum value from Civica's solutions. You'll work closely with technical, product, and development teams, giving you exposure to a wide range of technologies and business processes. The role offers plenty of variety, with each day bringing new challenges and opportunities to learn. You'll develop strong technical and customer-facing skills while building expertise in a SaaS environment. There is genuine ownership of work, allowing you to see the impact of the solutions you deliver. You'll also contribute to service improvements, knowledge sharing, and product enhancements that directly benefit customers. Supported by a collaborative team and a culture focused on development, this is an excellent opportunity to accelerate your career, expand your technical capabilities, and play a key role in delivering exceptional customer outcomes. What you will do to be successful in this role Responsibilities: - 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. We 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 above, please still get in touch. We'd love to have a chat and see if you could be a great fit. Why You'll Love Working with Us As a company, we're passionate about what we do and the citizens we serve. If you, too, want to champion the use of technology in public services to improve outcomes for citizens and public sector organizations, then Civica is the right place for you. We will help you unlock the best version of yourself, achieve career growth, and make a real difference to people and communities. We know that when our people are happy, they work better and have greater job satisfaction. Here's what you can expect: Benefits Time Off & Work-Life Balance ✔ 25 Days Annual Leave + bank holidays - plus the option to

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