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Hybrid Level 2 Support Analyst – Local Government

at Civica US
Visit Civica US websiteVisit Civica US LinkedIn

Posted 4 weeks ago

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About the role

  • Provide high-quality application support for Civica products within agreed service levels.
  • Troubleshoot and resolve escalated incidents from Level 1 support to restore normal service.
  • Collaborate with internal teams and external stakeholders to ensure seamless service delivery.
  • Maintain accurate documentation of work, resolutions, and customer communications.
  • Ensure compliance with data protection, security, and Civica’s service management policies.
  • Contribute to knowledge sharing, process improvements, and service excellence.
  • Support development teams with feedback to enhance product quality and user experience.
  • Take ownership of personal development and continuously improve technical and customer service skills.

Requirements

  • Experience: In application support, ideally supporting enterprise or cloud-based software.
  • Technical Skills: Strong understanding of applications and their features, database querying, scripting or automation tools, and cloud/SaaS environments.
  • Incident Management: Ability to troubleshoot and resolve complex technical issues, manage escalations, and coordinate with development or technical teams.
  • Customer Focus: Excellent verbal and written communication skills, with the ability to explain technical concepts to both technical and non-technical audiences.
  • Teamwork & Collaboration: Works effectively with colleagues and stakeholders, contributing to knowledge sharing and process improvements.
  • Adaptability & Learning Agility: Willingness to learn new technologies and adapt to changing application environments.
  • Tools: Proficient in Microsoft Word and Excel for documentation, reporting, and data analysis.

Benefits

  • We're all different - and we love this about us.
  • We provide an inclusive, safe, and welcoming environment to all Civicans - 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 - 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.

Job title

Level 2 Support Analyst – Local Government

Job type

Full Time

Experience level

Mid levelSenior

Salary

Not specified

Degree requirement

No Education Requirement

Tech skills

Cloud

Location requirements

HybridMelbourneAustralia

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