• 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 whilst collaborating with team members to meet productivity, quality and operational targets.

• Troubleshoot complex product and technical issues to determine severity and scope and respond accordingly • Participate in project management and oversight • Manage issues and questions escalated from Customer Support, Account Management, and Implementation teams • Troubleshoot and escalate complex issues to technical and product resources with the appropriate information to resolve customer inquiries • Lead technical troubleshooting sessions with customers and internal technical teams • Maintain ownership of customer communication and follow-up when issues are escalated to product development teams • Use prior knowledge, experience and tools available to provide solutions • Stay current on product offerings and training, development and provide feedback on our tools and customer experience to improve our products • Communicate with customers regarding support cases • Manage all client related issues through Client Relationship Management tool (CRM) – Salesforce • Manage and troubleshoot customer and user configurations • Educate and empower customers to maximize use of products, tools, and services • Monitor system status and health of the products • Maintain internal and external Knowledge Database (KCS, Knowledge Center Solutions) and use to assist troubleshooting • Leverage every customer as an opportunity to strengthen the relationship between the customers and the Experian brand

Role Description This is a fantastic opportunity for someone who enjoys problem solving and making a real difference to customers every day. As an Application Support Analyst, you'll be the go-to expert for investigating and resolving complex software issues and helping customers get maximum value from Civica's solutions. You'll work closely with technical, product, and development teams, giving you exposure to a wide range of technologies and business processes. The role offers plenty of variety, with each day bringing new challenges and opportunities to learn. You'll develop strong technical and customer-facing skills while building expertise in a SaaS environment. There is genuine ownership of work, allowing you to see the impact of the solutions you deliver. You'll also contribute to service improvements, knowledge sharing, and product enhancements that directly benefit customers. Supported by a collaborative team and a culture focused on development, this is an excellent opportunity to accelerate your career, expand your technical capabilities, and play a key role in delivering exceptional customer outcomes. Qualifications - Familiarity with Software as a Service environment, cloud applications and/or on-premises applications. - Technical Proficiency: Demonstrates a solid understanding of configuration and data structures. - Customer Communication: Communicates clearly, professionally, and empathetically with customers. - Analytical Thinking: Applies structured problem-solving skills to investigate incidents. - Team Collaboration: Works effectively with cross-functional teams. - Process and Documentation Discipline: Follows defined support processes. Requirements - 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 whilst collaborating with team members to meet productivity, quality and operational targets. 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. - Pension Contributions – 5% employer match to support your future. - Income Protection – Up to 75% salary cover for long-term illness. - Life Assurance – 4x salary tax-free lump sum. - Critical Illness Cover – £25,000 lump sum (extendable to dependents). - Private Medical Insurance – Fast access to private healthcare. - Health Cash Plan – Claim back physio, therapies & more. - Dental Insurance – Cover for routine & emergency care. - Electric Vehicle (EV) Scheme – A wide range of electric & hybrid vehicles. - Affinity Groups – Join employee-led communities. - Bounty Bonus – Refer a friend & get rewarded.

• Handling Tier 1–2 support tickets — hardware, software, connectivity, peripherals • Setting up workstations and accounts for new hires at client sites • Supporting Office 365 — Outlook, Teams, SharePoint, One Drive • Troubleshooting printers, VPN, and authentication issues • Keeping tickets, documentation, and asset records clean and up to date • Occasional onsite visits when remote support isn't enough