Level 2 Support Analyst – Libraries

Civica US

Level 2 Support Analyst resolving complex application support issues for Civica's software. Collaborating with technical teams to maintain service quality and customer satisfaction.

Posted 5/26/2026full-timeRemote • 🇮🇳 IndiaJuniorMid-LevelWebsite

Tech Stack

Tools & technologies

ServiceNowSQL

About the role

Key responsibilities & impact

**Key Responsibilities**
- Investigate and resolve complex application support issues escalated from Level 1 support teams.
- Perform configuration changes, data fixes, and technical workarounds within agreed service levels (SLAs).
- Collaborate with Level 3 support, Product, Engineering, and Technical Operations teams to resolve defects and enhancement requests.
- Maintain accurate case records and provide regular customer updates throughout the support lifecycle.
- Participate in incident, problem, and change management activities in line with ITIL processes.
- Create and maintain knowledge base articles, troubleshooting guides, and support documentation.
- Act as a technical subject matter expert during customer escalations and meetings where required.
- Mentor and support Level 1 analysts to help build team capability and improve first-line resolution rates.
- Assist the LiveOps team by writing and maintaining operational scripts and automation tasks where appropriate.
- Troubleshoot issues relating to finance modules and associated integrations or workflows.

Requirements

What you’ll need

At Civica, we value people who are collaborative, customer-focused, and passionate about delivering meaningful outcomes through technology.
**To be successful in this role, you will bring:**
- Strong technical understanding of enterprise or SaaS applications, including configuration and data structures.
- 2–5 years’ experience in Application Support or a similar technical support role.
- Familiarity with ITIL frameworks and service management tools such as Salesforce or ServiceNow.
- Basic SQL skills for querying and reviewing application data.
- Experience troubleshooting finance modules, financial workflows, or related integrations.
- Exposure to scripting or automation tasks for LiveOps or operational support teams.
- Strong troubleshooting and root-cause analysis capability.
- Proven knowledge-sharing and documentation practices.
**We Want You to Bring Your Whole Self to Work****There is no such thing as the perfect candidate, so if you think you have what it takes but don't necessarily meet every single point on the list above, please still get in touch. We'd love to have a chat and see if you could be a great fit.

Benefits

Comp & perks

**Why you'll love working with us **
We know that when our people are happy, they will work better and have greater work satisfaction. Here's what you can expect:
**We're all different** - and we love this about us.
**We provide an inclusive,** safe, and welcoming environment to all Civicans, new and old Focus on learning- 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 comprehensive flexibility options including part-time work, adjusted hours, staggered shifts, and hybrid or remote working, supporting work–life balance based on individual needs.
**Apply for this job** - Become part of something special Do you see yourself in this role? If so, then we would love to hear from you.

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Hard Skills & Tools

application supportconfigurationdata structuresSQLtroubleshootingroot-cause analysisscriptingautomationfinance modulesintegrations

Soft Skills

collaborativecustomer-focusedpassionateknowledge-sharingmentoringcommunicationproblem-solvingteam capability buildingcustomer updatestechnical subject matter expertise