Hybrid Application Support Analyst

at Civica US

• Job title: Application Support Analyst
• Job type: Full Time
• Experience level: Mid level, Senior
• Salary: Not specified
• Degree requirement: No Education Requirement
• Tech skills: React
• Location requirements: Hybrid, Manchester, United Kingdom

About the role

• Application Support Analyst at Civica handling customer incidents and requests to improve services. Collaborating with technical and non-technical staff for effective incident management.

Responsibilities

• Log, maintain and resolve helpdesk incidents and requests within agreed SLA timetables
• Escalating major incidents and providing regular communications as appropriate to customers, senior team members and stakeholders
• Replicate bugs related to the software and supported hardware
• Perform customer data fixes using database tools
• Advance ticket resolution with other departments as necessary
• Provide assistance to the Sales and Delivery teams where necessary
• Take receipt of the telephone calls escalated to the application support team from the first line team
• Participate in the out of hours on-call service desk rota
• Compliance with the GDPR, ISO 20000-1, ISO 9001 and ISO 27001 standards when carrying out duties
• Attend meetings with customers and business partners as required

Requirements

• Excellent documentation skills
• Proficient with MS Office suite, primarily Outlook, Word and Excel
• Knowledge of helpdesk software solutions
• Communicate effectively with internal staff and customers
• Work methodically and willing to be flexible in undertaking new tasks required as role develops
• Ability to quickly react to problems as they arise, following up with planned processes and activities
• Ability to work under pressure, change priorities at short notice, managing consequential impacts and expectations
• Effective negotiation and influencing skills to be able to build consensus. Must have the ability to manage conflict

Benefits

• 25 Days Annual Leave + bank holidays – plus the option to buy up to 10 extra days!
• Days of Difference – Up to 3 extra days off for volunteering.
• Pension Contributions – 5% employer match to support your future.
• Income Protection – Up to 75% salary cover for long-term illness.
• Life Assurance – 4x salary tax-free lump sum.
• Critical Illness Cover – £25,000 lump sum (extendable to dependents).
• Private Medical Insurance – Fast access to private healthcare.
• Health Cash Plan – Claim back physio, therapies & more.
• Dental Insurance – Cover for routine & emergency care.
• Electric Vehicle (EV) Scheme – A wide range of electric & hybrid vehicles.
• Affinity Groups – Join employee-led communities.
• Bounty Bonus – Refer a friend & get rewarded.