Level 2 Support Analyst - Libraries

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. As a company, we’re passionate about what we do and the citizens we help to serve. If you too would like to help champion the use of technology in public services, to improve outcomes for citizens and public sector organisations, then Civica is the right place for you. We will help you unlock the best version of yourself, achieve growth in your career whilst making a real difference to people and communities. Why you'll love this role as Level 2 Support Analyst at Civica We seek a proactive and technically skilled Level 2 Application Support Analyst to become a part of our support team. In this position, you will deliver advanced application support for Civica software solutions by analyzing and resolving complex customer problems that demand more in-depth technical investigation than Level 1 support. You will work closely with Level 3 support, Product, Engineering, and Technical Operations teams to deliver timely resolutions, maintain strong customer communication, and contribute to continuous service improvement initiatives. This is an excellent opportunity for someone who enjoys problem-solving, technical troubleshooting, and collaborative teamwork within a fast-paced SaaS environment. Key Responsibilities Investigate and resolve complex application support issues escalated from Level 1 support teams. Perform configuration changes, data fixes, and technical workarounds within agreed service levels (SLAs). Collaborate with Level 3 support, Product, Engineering, and Technical Operations teams to resolve defects and enhancement requests. Maintain accurate case records and provide regular customer updates throughout the support lifecycle. Participate in incident, problem, and change management activities in line with ITIL processes. Create and maintain knowledge base articles, troubleshooting guides, and support documentation. Act as a technical subject matter expert during customer escalations and meetings where required. Mentor and support Level 1 analysts to help build team capability and improve first-line resolution rates. Assist the LiveOps team by writing and maintaining operational scripts and automation tasks where appropriate. Troubleshoot issues relating to finance modules and associated integrations or workflows. At Civica, we value people who are collaborative, customer-focused, and passionate about delivering meaningful outcomes through technology. To be successful in this role, you will bring: Strong technical understanding of enterprise or SaaS applications, including configuration and data structures. 2–5 years’ experience in Application Support or a similar technical support role. Familiarity with ITIL frameworks and service management tools such as Salesforce or ServiceNow. Basic SQL skills for querying and reviewing application data. Experience troubleshooting finance modules, financial workflows, or related integrations. Exposure to scripting or automation tasks for LiveOps or operational support teams. Strong troubleshooting and root-cause analysis capability. Proven knowledge-sharing and documentation practices. We Want You to Bring Your Whole Self to Work There is no such thing as the perfect candidate, so if you think you have what it takes but don't necessarily meet every single point on the list above, please still get in touch. We'd love to have a chat and see if you could be a great fit. Why you'll love working with us We know that when our people are happy, they will work better and have greater work satisfaction. Here's what you can expect: We're all different - and we love this about us. We provide an inclusive, safe, and welcoming environment to all Civicans, new and old Focus on learning- there are heaps of opportunities to enable you to grow and be your best. Giving culture - we encourage you to "give back" with benefits such as our Days of Difference leave where you can volunteer for a charity of your choice. Flexible Work - we have comprehensive flexibility options including part-time work, adjusted hours, staggered shifts, and hybrid or remote working, supporting work–life balance based on individual needs. Apply for this job - Become part of something special Do you see yourself in this role? If so, then we would love to hear from you.