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 a Support Analyst at Civica
As a Support Analyst you’ll play a vital role in delivering high quality product support to our Local Government customers across the UK. You’ll act as a trusted advisor and technical expert, helping councils and public sector teams maximise the value of our solutions. Every interaction will be guided by professionalism, empathy, and a deep understanding of the challenges faced by local authorities. This role demands a proactive mindset, strong analytical skills, and the ability to collaborate across teams to resolve issues and continuously improve service delivery.
You’ll be supporting systems that underpin essential public services from housing and revenues to workforce management so your work will have a direct impact on communities. Whether you're troubleshooting a technical issue or guiding a customer through a change request, you'll be helping local government teams operate more efficiently and effectively.
What you will do to be successful in this role
Responsibilities:
1. Ensure all incidents, problems, service requests, and change requests are handled professionally, within SLA targets, and to the satisfaction of the customer
2. Investigate reported faults using expertise in operating systems and databases
3. Take full ownership of customer-reported issues, ensuring resolution and clear communication throughout
4. Collaborate with Development and Product teams to resolve software faults and manage defects and change requests effectively
5. Liaise with cross-functional teams to support issue resolution, enhance customer experience, and contribute to product improvement
6. Build strong customer relationships and attend client sites when required to provide hands-on support
7. Produce clear and concise documentation for issue resolution and user guidance, ensuring effective handover to colleagues and customers, on occasion supporting onsite