Support Analyst

We are looking for a Support Analyst to work full-time across the People and Workforce Management Division, reporting to the Customer Services and Operations Manager. The role entails working with our Case Management (iCasework) product, which manages systems such as Financial and Local Government Complaints, Legal, GDPR, Employee Relations, and Coroners systems, to deliver timely and high‑quality software and services to customers across many industry and local government sectors. This role is primarily responsible for supporting end‑users in resolving technical problems and responding to technical incidents, ensuring that issues are resolved in a timely manner.

Responsibilities

• Ensures that all requests for support are dealt with according to set standards and procedures.
• Diagnoses incidents and problems according to agreed procedures, investigates root causes, and seeks resolution.
• Configures software where applicable.
• Works closely with others in identifying and resolving the root cause of incidents, providing permanent solutions or acceptable workarounds.
• Uses initiative to solve problems in a systematic, disciplined, and analytical manner.
• Responsible for supporting systems to a high standard, ensuring data security, availability, and integrity of business data.
• Identifies operational problems and contributes to their resolution, ensuring they are managed in accordance with agreed standards and procedures.
• Performs any task deemed necessary by line management to maintain the smooth running of support.
• Receives and handles complex technical requests, resolving them in a timely and accurate manner, escalating where necessary.
• Demonstrates timely, accurate, and professional verbal and written communication skills.
• Identifies opportunities for automation of tasks.
• Liaises with other Civica teams and third parties to ensure seamless resolution of incidents and problems as required.
• Provides first‑line support, ensuring that customer issues are clearly understood.
• Where possible or necessary, replicates issues to enable identification of the cause and potential resolution(s).
• Manages problems effectively, escalating to more senior colleagues where urgency or additional assistance is required.
• Conducts testing, documentation, and due diligence for completed implementations and upgrades.
• Communicates effectively with customers in advance of agreed tasks, provides progress updates during and upon completion, highlighting issues and recommending follow‑on actions.
• Liaises with specialist technical and software development staff.
• Excellent customer service skills and ability to deal with customer questions.
• Motivated and prepared to learn new skills.
• Calm under pressure.
• Excellent communication skills, both written and verbal.
• Positive, proactive, and self‑motivated individual.
• Time management skills with the ability to work with minimum supervision.
• Ability to work independently recognising and setting priorities for self.
• Experience of working within a direct end‑user facing environment.
• Ability to work as part of a team.
• Strong organisation, communication, analytical, decision‑making skills.

Preferred Skills

• Excellent understanding of IT software security concepts, systems, and controls.
• Strong ability to document technical issues clearly and accurately.
• Knowledge of integrations and technologies such as APIs, SQL, REST services, XML, Power BI, and cloud‑based platforms (e.g., Azure or AWS).

Benefits

• 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.
• Financial Well‑Being.