Application Support Analyst

Civica US

Application Support Analyst ensuring excellent customer service and resolving complex software issues at Civica. Collaborating with various teams to enhance customer outcomes and deliver value.

Posted 6/22/2026full-timeRemote • 🇬🇧 United KingdomMid-LevelSeniorWebsite

Tech Stack

Tools & technologies

Cloud

About the role

Key responsibilities & impact

Deliver excellent customer service and application support in line with defined service levels and Civica values
Diagnose, troubleshoot and resolve complex customer issues using a customer-centric approach
Maintain accurate records of customer interactions, work completed and system changes in compliance with data protection and company policies
Follow Service Management processes, ticket handling procedures, and information security/ compliance requirements.
Continuously develop technical, customer service, and process knowledge to perform effectively in the role
Contribute to continuous improvement by identifying recurring issues, improving knowledge management, and suggesting process enhancements.
Manage workload proactively whilst collaborating with team members to meet productivity, quality and operational targets.

Requirements

What you’ll need

Familiarity with Software as a Service environment, cloud applications and / or on premises applications.
Technical Proficiency: Demonstrates a solid understanding of, configuration, and data structures. Capable of analysing support cases and applying technical solutions such as configuration changes or data adjustments in a controlled and efficient manner.
Customer Communication: Communicates clearly, professionally, and empathetically with customers. Able to explain complex issues in simple terms, set realistic expectations, and maintain consistent updates throughout the case lifecycle.
Analytical Thinking: Applies structured problem-solving skills to investigate incidents and identify the most appropriate course of action. Capable of interpreting logs, data, and system behaviour to support diagnosis and resolution.
Team Collaboration: Works effectively with cross-functional teams, including First Line Analysts and Senior Application Support Analysts, developers, and product managers. Willingly shares knowledge and contributes to a culture of continuous improvement.
Process and Documentation Discipline: Follows defined support processes, including case management, escalation protocols, and change controls. Accurately documents resolutions and contributes to knowledge base content to support learning and reuse.

Benefits

Comp & perks

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.

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

configurationdata structuresanalytical skillsproblem-solvingticket handlingknowledge managementprocess enhancementscloud applicationsSaaSdata adjustments

Soft Skills

customer servicecommunicationempathyteam collaborationstructured thinkingproactive workload managementcontinuous improvementprofessionalismclear explanationexpectation management