Support Analyst
Civica, Australia
Job Description
Support Analyst Perth
Changing communities for the better starts with you
Join us on our mission to change the world.
Civica is a global organisation of over 5,000 employees, providing smart software to deliver the public services of the future and improve outcomes for citizens.
We do this by collaborating with a large number of organisations including schools, libraries, local councils, state governments, and healthcare and community organisations, applying innovation and creative thinking.
We are problem solvers and experts in our field. And we love what we do because it makes a difference to those who really need it.
In our team we have some truly amazing people - smart, passionate, fun. And there’s plenty of room for you to join us.
So, are you ready to become part of our vision in building a better world though smart software and cloud services?
What does it take to become a Civican?
Working across our internal and customer environments, building robust solutions and providing specialist engineering support needs all your natural super powers to be ready at work.
You have deep and broad technical expertise across mature and emerging technology platforms. You understand the importance of being customer centric and resolving issues on time.
You thrive on complexity, where opportunities to learn and teach show up every day.
We welcome your unique talents
Please apply for this role if it would make you excited to come to work every day.
Sorry if this sounds cheesy, but 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 below, please still get in touch. We'd love to have a chat and see if you could be a great fit. (It’s also a fact that women and underrepresented groups tend to only apply when they check every box)
You have deep commercial experience in:
- Problem solving skills
- Dealing with high volume of tickets and tracking them using our internal ticketing system
- Helping the team in meeting all the KPIs by closing tickets within the deadline and prioritizing tasks
Hopefully you also have SQL Server experience across multi domain/clustered environments. Someone who has previous experience in application support is highly regarded.
A day in the life
Our Customer Support Analyst are responsible for resolving customer queries and dealing with the internal and external stakeholders. Reporting to the Customer Support Team Leader, you will be part of a small team who provide dedicated response to our customers across the aged care and disability sectors.
This opportunity provides a great learning platform where you will be trained on Civica software and ticketing tools.
You understand the importance of record keeping, so will collate customer and platform environment technical specifications and maintain up-to-date knowledge, documentation and configuration databases.
Why you’ll love working with us
We know that when our people are happy they will work better and have greater work satisfaction. We are an Australian Business Awards Employer of Choice and a UK Financial Times Diversity leader for the second year in 2021, rising 400 places and ranking 10th overall in the IT and software sector. We work with leading organisations such as the Tech Talent Charter and White Ribbon
So here at Civica, we look after you. Here’s what you can expect:
Career opportunities we take great satisfaction in seeing you grow and share your knowledge to other parts of our large business
Flexible work we have the technology and tools to support you to work from that tropical paradise you’ve dreamed of or even if you just prefer to work from home and come into our offices now and then to catch up and socialise with colleagues
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 Donate a Day leave where you can volunteer for a charity of your choice
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. Please include a cover letter outlining how your experience, aspirations and values are a match, along with your resume and we will take it from there
We are an equal opportunity employer. We do not discriminate on the basis of race, religi