Hybrid Level 2 Support Analyst – Local Government

at Civica US

• Job title: Level 2 Support Analyst – Local Government
• Job type: Full Time
• Experience level: Mid level, Senior
• Salary: Not specified
• Degree requirement: No Education Requirement
• Tech skills: Cloud
• Location requirements: Hybrid, Melbourne, Australia

About the role

• Level 2 Application Support Analyst at Civica resolving incidents and ensuring service delivery for public sector software. Collaborating with teams to maintain service quality and drive improvement.

Responsibilities

• 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.