Level 2 Support Analyst - Libraries

1 month ago
Full-time
Mid Level
Customer and Technical Support
Civica

Civica

Civica is a global leader in public sector software, providing digital solutions and managed services to transform customer experience and operational efficiency for over 3,000 organizations worldwide.

Internet Software & Services
1K-5K
Founded 2002

Description

  • Investigate and resolve complex application support issues escalated from Level 1 teams.
  • Perform configuration changes, data fixes, and technical workarounds within agreed SLAs.
  • Collaborate with Level 3 support, Product, Engineering, and Technical Operations 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.
  • Mentor and support Level 1 analysts to improve team capability and first-line resolution rates.
  • Assist the LiveOps team by writing and maintaining operational scripts and automation tasks.
  • Troubleshoot issues relating to finance modules and associated integrations or workflows.

Requirements

  • 2–5 years of experience in Application Support or a similar technical support role.
  • Strong technical understanding of enterprise or SaaS applications, including configuration and data structures.
  • 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.
  • Collaborative, customer-focused mindset with a passion for delivering meaningful outcomes through technology.

Benefits

  • Inclusive, safe, and welcoming environment.
  • Opportunities for learning and career growth.
  • Days of Difference leave to volunteer for a charity of your choice.
  • Flexible work options including part-time work, adjusted hours, staggered shifts, and hybrid or remote working.
  • Work–life balance supported by individual flexibility needs.

Interested in this position?

Apply directly on the company website

Apply Now

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