Application Support Analyst-Level 2
Civica UK Ltd, Australia
Job Description
Application Support Analyst-Level 2
We’re Civica and we make software that helps deliver critical services for citizens all around the World. From local government to central (federal) government, to education, to health and care, over 5000 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 across the globe supporting the needs of citizens and those that service 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 champion the use of technology in public services, to improve outcomes for citizens and public sectors 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.
About The Role:
As a Level 2 Support Analyst you will be responsible for the support of Civica’s Education applications and services. As a member of the Level 2 Support Team, you will assist with the diagnosis, remediation, and resolution of production issues, liasing with the client support team, internal IT operations and development teams where necessary. The role will also involve engaging external vendors.
Other keys areas of responsibility will include:
- Provide excellent customer service in line with Civica Service Desk Charter and Values.
- Provide application support for products and services produced by Civica to defined service levels.
- Diagnose and resolve functional issues.
- Prioritise customer needs and deliver solutions with a customer-centric approach.
- Identify recurring issues and share findings to prevent similar problems from happening in the future.
- Adhere to Service Management policies, processes, and procedures (e.g. ticket handling policy, incident management, request fulfilment and problem management), follow all relevant business and information security processes as documented in the relevant management systems, and provided by Team Leader.
Requirements:
- Experience working in a customer-facing Service Desk environment.
- Proficient in process analysis, problem-solving techniques, and troubleshooting skills.
- Previous application support experience.
- Strong written and verbal communication skills
- Outstanding attention to detail, organised and possess excellent time management skills.
- Proficiency in Microsoft Office 365 suite
- Experience with SQL scripting.
- Familiarity with ITIL practices.
- Previous experience supporting Education and Finance systems.
Support hours are Monday to Friday between 7 am to 6 pm ACDT/ACST.
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, new and old Focus on learning- 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.