Civica
SaaS
Level2SupportAnalyst-Libraries
Neural analysis suggests this role is
optimal for Mid candidates.
“Level 2 Support Analyst - Libraries at Civica. Skills: Application Support, Technical Troubleshooting, SQL. Investigate and resolve complex application support issues. Perform configuration changes, data fixes, and technical workarounds”
What You'll Achieve.
deliver timely resolutions; continuous service improvement; improve first-line resolution rates
Industry & Context.
problem-solving; technical troubleshooting; root-cause analysis
What They're Looking For.
Must Have
technical understanding of enterprise or SaaS applications, 2–5 years’ experience in Application Support or a similar technical support role, Basic SQL skills, Experience troubleshooting finance modules, financial workflows, or related integrations, troubleshooting and root-cause analysis capability
Nice to Have
ITIL frameworks, service management tools such as Salesforce or ServiceNow, Exposure to scripting or automation tasks for LiveOps or operational support teams, Proven knowledge-sharing and documentation practices
What You'll Do.
Investigate and resolve complex application support issues
Perform configuration changes
and technical workarounds
Maintain accurate case records
Provide regular customer updates
Participate in incident
and change management activities
Create and maintain knowledge base articles
Troubleshoot issues relating to finance modules
How You'll Work.
Team & Collaboration
Collaborate with Level 3 support, Product, Engineering, and Technical Operations teams; Mentor and support Level 1 analysts
Communication Scope
customer updates
Process & Methodology
incident management, problem management, change management
Full Job Description
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. **Why you'll love this role as Level 2 Support Analyst at Civica** We seek a proactive and technically skilled Level 2 Application Support Analyst to become a part of our support team. In this position, you will deliver advanced application support for Civica software solutions by analyzing and resolving complex customer problems that demand more in-depth technical investigation than Level 1 support. You will work closely with Level 3 support, Product, Engineering, and Technical Operations teams to deliver timely resolutions, maintain strong customer communication, and contribute to continuous service improvement initiatives. This is an excellent opportunity for someone who enjoys problem-solving, technical troubleshooting, and collaborative teamwork within a fast-paced SaaS environment. **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 lev
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