Level 2 Support Analyst - Health & Care (P730)

We’re Civica and we make software that helps deliver critical services for citizens all around the world. Our aspiration is to be a GovTech champion everywhere we work around the globe, supporting the needs of citizens and those that serve them every day.

Requirements

• A solid understanding of Civica’s application functionality, configuration, and data structures (or similar business applications).
• The ability to analyse support cases and apply effective technical solutions such as configuration changes or data adjustments in a controlled and efficient manner.
• Excellent communication skills, you explain complex issues clearly, set realistic expectations, and keep customers informed throughout the case lifecycle.
• Strong problem-solving skills with the ability to interpret logs, data, and system behaviour to identify the right solution.
• A collaborative approach, you work effectively with Level 1 and 3 analysts, developers, and product teams, sharing knowledge and contributing to continuous improvement.
• A methodical, process-driven mindset, you follow defined support processes, manage cases accurately, and contribute to our knowledge base.
• Familiarity with Software as a Service (SaaS) environments or cloud-based applications.
• Understanding of the ITIL framework and experience using service management tools such as Salesforce or ServiceNow.
• Basic SQL skills for querying and reviewing application data.
• Strong documentation and knowledge-sharing habits.

Benefits

• Inclusive, safe, and welcoming environment to all Civicans
• Days of Difference leave where you can volunteer for a charity of your choice
• Flexible Work - work from home and come into our offices now and then to catch up and socialise with colleagues