Level 2 Support Analyst - Customer - Education (P735)

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 will love this opportunity as Level 2 Support Analyst at Civica

As a Level 2 Support Analyst, you’ll take ownership of more complex cases escalated from Level 1 and work closely with product, engineering and Level 3 teams to investigate and resolve issues.

You will:

• Diagnose, troubleshoot and resolve advanced application issues
• Apply configuration updates, data fixes or workarounds within agreed SLAs
• Collaborate with Level 3 Support, Product and Engineering to progress defects and enhancements
• Maintain accurate case notes and provide clear, professional updates to customers
• Participate in incident, problem and change management processes
• Contribute to knowledge base articles and support documentation
• Provide guidance and mentoring to Level 1 Analysts
• Act as a technical SME during customer meetings or escalations

This role is ideal for someone who thrives on problem-solving and enjoys supporting customers in a technical, fast-paced environment.

What you will need to be successful in this role

• Experience in an application support role, ideally in Level 2
• Experience supporting education applications is highly desirable — but we’re also open to candidates from other application support environments
• Strong analytical and troubleshooting skills
• Experience working with SaaS or cloud-based applications
• Familiarity with ITIL processes (Incident, Problem, Change)
• Ability to interpret system logs and troubleshoot configuration or data issues
• Basic SQL skills for querying and reviewing data
• Excellent written and verbal communication skills
• A proactive and collaborative approach to working with technical teams and customers

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 - 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 the technology and tools to support you to work from home and come into our offices now and then to catch up and socialise with colleagues.

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.

We are an equal opportunity employer. We do not discriminate based on race, religion, colour, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. In fact, we strongly believe that diversity of experience contributes to a broader collective perspective that will consistently lead to a better company and better outcomes. We are working hard to increase the diversity of our team wherever we can, and we actively encourage everyone to consider becoming a part of it. We are especially keen to receive applications from Aboriginal and Torres Strait Islander peoples of Australia.