Role 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. As an Application Support Analyst at Civica, you will: - 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 while collaborating with team members to meet productivity, quality, and operational targets. Qualifications - High-level understanding of supported applications, features, and functionality. - Proficiency in scripting languages or automation tools to improve support processes. - Familiarity with database systems, including querying and data manipulation. - Experience working with SaaS environments or cloud-based applications. - Strong verbal and written communication skills with both technical and non-technical stakeholders. - Ability to manage, troubleshoot, and resolve incidents effectively within agreed timeframes. - Experience coordinating escalations with developers and technical teams. - Strong teamwork and collaboration skills in a technical support environment. - Analytical and problem-solving skills with the ability to investigate and resolve complex issues. - 1–3 years of experience in application support, with proficiency in Microsoft Office tools such as Word and Excel. Benefits - Annual Leave – 3 weeks (1–5 years), 4 weeks (6–10 years), 5 weeks (10+ years), 6 weeks (20+ years). - Sick Leave – 15 paid sick days per year (pro-rated for part-time employees). - Bereavement Leave – Paid leave for permanent employees during times of loss. - Statutory Holidays – Public holidays in line with provincial standards, including election day and jury duty leave. - Parental Leave – Maternity and parental leave in accordance with Provincial Employment Standards. - Agile Working – Access to a wide range of flexible working arrangements to support work-life balance. - Extended Health Insurance – Comprehensive cover for employees, spouses, and legal dependents, including travel insurance. - Dental Insurance – Coverage for routine and emergency care for employees and eligible dependents. - Employee Assistance Plan (EAP) – 100% employer-paid confidential support services. - Basic Life Insurance – Financial protection for you and your family. - Accidental Death & Dismemberment Insurance – Additional financial security. - Long-Term Disability Insurance – Income protection during extended illness. - Spousal & Dependent Life Insurance – Additional coverage options for your family. - Comprehensive & Compassionate Cancer Care – Specialist support services through Desjardins Insurance, offering prevention, assistance, return-to-work guidance, and expert workplace cancer support. - Milestone Service Awards – Recognition and celebration of long-term service. - The Civica Awards – Annual awards recognising individuals and teams making an outstanding contribution across the Group. - Diamond Club – Our global sales incentive scheme celebrating top performers who deliver exceptional results and live our values. - Learning & Development Platforms – Access to a wide range of leadership, technical, and soft skills training resources.