Application Support Analyst

Summary about this job

Detail information about job Application Support Analyst. Terms and conditions vacancy

• Located in Perth | 9 month contract role | Immediate Start
• Opportunity to work for a global company with ongoing growth plans
• Experience within a customer facing Service Desk environment is essential

Civica has a global Glassdoor rating of 4.1. Check us out!

About Us

Civica builds software and provides IT and digital transformation services to support some of the most important organisations in our communities; like schools, libraries, local councils and state agencies. We work with some of the largest health fund providers bringing their services into the digital age. Our products are market leaders, some of them are globally renowned.

Our team is proud to work within the sectors we do, where we make a real difference, contributing to the growth of the societies that we live in and accelerating the digital transformation of the public sector and associated markets. Want to join us and help continue our mission?

About The Role

This is an exciting opportunity for an Application Support Analyst to join our Service Delivery Platform (SDP) business unit, working within the Perth office on a 9 month contract. Our SDP has been established to provide the business and our customers a platform to deliver high quality and expert service and technology offerings.

 As an Application Support Analyst, you will be responsible for providing 1st line technical support to our customers and resolving tickets whilst maintaining excellent customer service. 

Responsibilities

• Provide technical application support (phone and email) for products and services produced by Civica
• Provide excellent customer service in line with the Service Desk Charter and Civica Values
• Investigate, research and respond until completion of tickets
• Maintain accurate records of work completed, changes made and customer interactions in line with data protection laws and Civica policies
• Take an active role in leading by example and advocating best practice
• Provide feedback to improve existing knowledge management and support continuous improvement by providing suggestions to improve our policies, processes, procedures and operations
• Meet personal and team KPI targets on resolution, processing, SLAs, customer experience, compliance and operational excellence
• Take ownership of your development by maintaining and developing your customer skills, technical skills and knowledge of current Civica process and procedures

 About You

• Up to 1 year experience working within a customer facing Service Desk environment at a 1st line level and have a strong customer service approach
• Demonstrated ability to build and manage relationships with customers
• Application and database support experience
• Educated to Degree Level and/or technical certification in relevant technologies
• The ability to perform detailed SQL querying to troubleshoot application and database problems
• Excellent analytical and problem solving techniques in software application support
• Excellent verbal and written communication skills; communicating in a friendly and supportive manner
• Organised, strong time management skills and excellent attention to detail
• Willingness to learn, share knowledge with team members and work in a collaborate environment
• Proficient in Microsoft Office (Word, Excel, PowerPoint)

Advantageous

• ITIL Foundation Qualification
• Knowledge of Library or Education systems
• Book keeping or basic financial processing knowledge
• Some programming and/or scripting experience

Your Benefits

At Civica we believe our people are our biggest asset and we pride ourselves on cultivating a supportive and modern working environment; whilst providing you with the tools you need to get the job done. We will offer what you would expect in today’s modern work environments:

• Join a growing and successful business
• Genuine career development
• Flexible working conditions
• We are big on sharing celebratory moments, and they often involve cake! (We do gluten free options) – Friday Happy Hour is also a thing

What Next?

Do we sound like a good match? If so then we would love to hear from you so apply now! Please include a cover letter outlining how your experience, aspirations and values are a match, along with your resume and we will take it from there.

Civica is an equal opportunity employer and welcomes applications from all sections of the community.