Application Support Analyst

Civica

About the Company

Job Description

Required Skills

Key Responsibilities

• Deliver exceptional customer service and application support, adhering to defined service levels and Civica values.
• Diagnose, troubleshoot, and resolve complex customer issues using a customer-centric approach.
• Maintain precise records of customer interactions, completed work, and system changes, ensuring compliance with data protection and company policies.
• Strictly follow Service Management processes, ticket handling procedures, and information security/compliance requirements.
• Continuously enhance technical, customer service, and process knowledge to optimize role performance.
• Contribute to continuous improvement by identifying recurring issues, improving knowledge management, and proposing process enhancements.
• Proactively manage workload while collaborating with team members to achieve productivity, quality, and operational targets.

Qualifications

• Familiarity with Software as a Service (SaaS) environments, cloud applications, and/or on-premises applications.
• Demonstrated technical proficiency with a solid understanding of application configuration and data structures. Capable of analyzing support cases and applying technical solutions like configuration changes or data adjustments in a controlled and efficient manner.
• Excellent customer communication skills, communicating clearly, professionally, and empathetically. Ability to explain complex issues simply, set realistic expectations, and provide consistent updates throughout the case lifecycle.
• Strong analytical thinking, applying structured problem-solving skills to investigate incidents and identify the most appropriate course of action. Capable of interpreting logs, data, and system behavior to support diagnosis and resolution.
• Proven ability to collaborate effectively with cross-functional teams, including First Line Analysts, Senior Application Support Analysts, developers, and product managers. Willingness to share knowledge and contribute to a culture of continuous improvement.
• Adherence to process and documentation discipline, following defined support processes including case management, escalation protocols, and change controls. Accurately document resolutions and contribute to knowledge base content for learning and reuse.

Benefits & Perks

• 25 Days Annual Leave plus bank holidays, with an option to purchase up to 10 additional days.
• Up to 3 'Days of Difference' for volunteering.
• 5% employer-matched pension contributions.
• Income Protection, providing up to 75% salary cover for long-term illness.
• Life Assurance, offering a 4x salary tax-free lump sum.
• Critical Illness Cover, providing a £25,000 lump sum (extendable to dependents).
• Private Medical Insurance for fast access to private healthcare.
• Health Cash Plan, allowing claims for physio, therapies, and more.
• Dental Insurance, covering routine and emergency care.
• Electric Vehicle (EV) Scheme, offering a wide range of electric and hybrid vehicles.
• Access to Affinity Groups, employee-led communities.
• Bounty Bonus for successful employee referrals.

How to Apply

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Posted Date

June 23, 2026