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 an Support Analyst – Income Management at Civica
As a Support Analyst within our Income Management team (formerly CivicaPay), you’ll play a key role in supporting our cloud-based payment management platform—used by local government, housing organisations, and public sector partners across the UK.
You’ll be the first point of contact for customers, owning support tickets end-to-end, investigating issues, replicating faults, and working with teams across Civica—Technical Operations, Development, and Consultancy—to drive speedy and effective resolutions. This is a role where clear communication, taking initiative, and staying calm under pressure are essential.
You'll be joining a friendly, supportive team of experienced Support Analysts, working on a mature product that helps customers provide frictionless, secure, and reliable payment services to their citizens.
If you’re someone who enjoys problem-solving, delivering excellent customer service, and taking ownership in a busy support environment, this role could be a great fit.
Key Responsibilities
· Develop strong knowledge of Civica’s Income Management products and solutions.
· Use your experience with operating systems and databases to investigate reported faults.
· Manage and maintain accurate customer support records within our ticketing system.
· Diagnose connectivity and configuration issues, replicating problems where needed.
· Resolve issues in line with agreed service level agreements (SLAs).
· Work closely with the Development team to manage product defects and change requests.
· Keep customers fully informed of progress, managing expectations effectively.
· Escalate major issues promptly and keep key internal stakeholders updated.
· Build productive relationships with customers and internal teams.
· Support customer site visits when required.
· Assist with product testing during release cycles.