**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.******Why you will love this opportunity as Application Support Analyst at Civica** You’ll love working as a Application Support Analyst at Civica because the role is an exciting opportunity for customer-focused problem solvers who enjoy combining technical expertise with meaningful client interaction. Working within a collaborative and supportive environment, you will play a key role in helping customers maximise the value of Civica’s software solutions while developing their own technical and professional capabilities. The position provides hands-on experience with application support, scripting, databases, and customer service in a fast-paced environment where learning and progression are encouraged. For individuals who thrive on analytical thinking, enjoy solving complex issues, and want to make a direct impact on customer success, this is an excellent opportunity to grow a long-term career within a respected and forward-thinking organisation.

• Design, implementation, administering, and using: Google Workplace; MDM system for: MacOS, iOS; Password manager system. • Preparation of instructions and documentation for team and company employees • Transferring knowledge, mentoring and coaching team members and our employees • Problem-solving & incident investigation • Administrating and using many different external saas services • Administration of access to systems • Management of the company’s IT assets • Remote support for employees with hardware and software issues

• Develop a deep understanding of Qventus Solutions and Products to identify high-leverage opportunities • Collaborate closely with our Client Success, Engineering, Product, and Analytics • Engage with customers and stakeholders to validate concepts and gather feedback • Ensure a seamless user experience that balances simplicity, rigor, and delight • Deliver and communicate a cohesive product vision that aligns with company goals • Troubleshoot software issues, provide technical support, and escalate complex problems to senior engineers as needed • Provide top-notch customer service by responding to inquiries and resolving Zendesk tickets in a timely manner • Manage ticket queues to minimize response times and maximize first-call resolution rates • Develop a deep understanding of technical issues and provide expert-level support to customers • Stay up-to-date on product knowledge to continually improve support quality

• Deliver exceptional customer service to the EIS client base. • Initiate proactive measures to decrease case volume and resolution time. • Provide feedback and support to Engineers and Developers while maintaining customer relationship. • Act as an escalation point for production environment issues, providing steady guidance for quick resolution. • Ensure correct configuration of the Support tech stack and promote successful usage among users. • Engage directly with customers to understand needs and advocate enhancements for customer experience.