Application Support Analyst

We're Civica and we make software that helps deliver critical services for citizens all around the world. From local to state government, to education, to health and care, over 5,000 public bodies across the globe use our software to help provide critical services to over 100 million citizens. 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. Building on 21 years of continuous growth and success, we're at a pivotal point on our journey to realise that aspiration.

As a company, we're passionate about what we do and the citizens we help to serve. If you too would like to help champion the use of technology in public services, to improve outcomes for citizens and public sector organisations, then Civica is the right place for you. We will help you unlock the best version of yourself, achieve growth in your career whilst making a real difference to people and communities.

The Support Analyst will join a highly collaborative team carrying out the task of supporting products through the Application Service Desk with a focus on delivering an excellent customer experience. Working closely with a mixture of technical and non-technical staff at key NHS and social care customer sites, you will use the Civica Service Desk solution to track and take ownership of customer incidents & requests that are monitored within the parameters of Service Level Agreements. Some weekend and out of hours work may be required - a rota system is in place and overtime rates are paid. The role will provide exposure to many different technical areas and provide opportunities to get involved in a multitude of functions.

Key responsibilities and tasks:

• To log, maintain and resolve helpdesk incidents and requests within agreed SLA timetables.
• Escalating major incidents and providing regular communications as appropriate to customers, senior team members and stakeholders.
• To replicate bugs related to the software and supported hardware.
• To perform customer data fixes using database tools.
• To advance ticket resolution with other departments as necessary.
• Provide assistance to the Sales and Delivery teams where necessary.
• Take receipt of the telephone calls escalated to the application support team from the first line team.
• To participate in the out of hours on-call service desk rota.
• Compliance with the GDPR, ISO 20000-1, ISO 9001 and ISO 27001 standards when carrying out duties.
• Attend meetings with customers and business partners as required.

Requirements:

• Excellent documentation skills.
• Proficient with MS Office suite, primarily Outlook, Word and Excel.
• Knowledge of helpdesk software solutions.
• Communicate effectively with internal staff and customers.
• Work methodically and willing to be flexible in undertaking new tasks required as role develops.
• Ability to quickly react to problems as they arise, following up with planned processes and activities.
• Ability to work under pressure, change priorities at short notice, managing consequential impacts and expectations.
• Effective negotiation and influencing skills to be able to build consensus.
• Must have the ability to manage conflict.
• Willingness to work away / stay overnight from home.

Nice to haves:

• ITIL Foundation v4 (or above) certification.
• Exposure to ISO 9001 quality procedures and ISO 27001 security procedures.
• Experience of NHS or other Health / Social care sector customer environments.
• Knowledge of Oracle & SQL and writing and interpreting database query scripts.

Benefits:

As a company, we're passionate about what we do and the citizens we serve. If you, too, want to champion the use of technology in public services to improve outcomes for citizens and public sector organizations, then Civica is the right place for you. We will help you unlock the best version of yourself, achieve career growth, and make a real difference to people and communities.

We know that when our people are happy, they work better and have greater job satisfaction. Here's what you can expect:

• 25 Days Annual Leave + bank holidays - plus the option to buy up to 10 extra days!