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Level 2 - Application Support Analyst - LES

3 months ago

Adelaide, Australia Civica Full time

Description

Why should you Choose Civica?

At Civica , our mission is to become the global leader in GovTech - developing software that aids in the provision of essential services to people worldwide. This is an exceptionally thrilling period for the company as we were acquired by Blackstone in November 2023. Our main focus is on delivering state-of-the-art technology and fostering innovation, which is driving the transformation of the company into a modern, product-centric organization.

Role Purpose

To ensure that current customers of Civica's Education Software receive the continuous support and guidance they need to enhance and optimize their user experience.

Please note that this role would require you to work in shift timings between 7 AM to 6 PM AEST (7.5 hours a day)

Principal responsibilities and tasks:

Service Delivery

  • Deliver exceptional customer service in alignment with the core values of Civica.
  • Offer application support for Civica's products and services, ensuring adherence to defined service levels.
  • Engage with customers to discuss options and alternatives, providing expert guidance as required.
  • Identify and resolve complex issues and errors.
  • Place customer needs as a top priority and deliver solutions with a customer-centric approach.

Accuracy

  • Maintain meticulous records of completed work, changes made, and customer interactions in accordance with data protection laws and Civica's policies. Store this information on Civica-designated systems.

Compliance

  • Adhere to current Service Management policies, processes, and procedures (e.g., ticket handling policy, incident management, request fulfilment, and problem management).
  • Follow all relevant business and information security processes documented in the management systems.
  • Comply with guidance provided by the Team Leader.

Professional Development

  • Take ownership of your professional development.
  • Enhance your customer skills, technical expertise, and knowledge of current Civica processes and procedures to effectively fulfil your role.
  • Stay informed about business requirements and align your performance accordingly, as advised or approved by your line manager.

Continuous Improvement

  • Provide feedback for improving existing knowledge management, suggest content or requirements for new knowledge management articles.
  • Recommend enhancements to policies, processes, procedures, and operations.
  • Support and actively participate in initiatives aimed at continuous improvement.
  • Identify recurring issues and share insights to prevent similar problems from occurring in the future.

Work Management

  • Take personal responsibility for effectively managing your time.
  • Proactively approach your line manager regarding performance standards, utilization, and workload.

Requirements

We welcome your unique talents

Are you ready to jump out of bed with excitement every morning to come to work?

We know it may sound cheesy, but we genuinely believe in the power of bringing your authentic self to the workplace.

We understand that there's no such thing as a perfect candidate, so even if you don't tick off every single requirement below, please don't hesitate to reach out to us. We'd be thrilled to have a conversation and explore if you could be a fantastic fit for our team.

You can demonstrate the following:

  • Experience in L2 Application Support via the front-end as an expert user.
  • Excellent customer service skills
  • Excellent troubleshooting and problem-solving skills
  • Outstanding communication skills (written and spoken)
  • You also have working knowledge of ITIL
  • SQL knowledge advantageous

Benefits

Why you’ll enjoy working with us:

  • Career opportunities: We take great pleasure in witnessing your growth and knowledge-sharing across different parts of our large business.
  • Flexible work: Whether you prefer working from home or coming into our offices to catch up and socialize with colleagues, we have the technology and tools to support you.
  • We embrace diversity: At Civica, we celebrate our differences and strive to create an inclusive, safe, and welcoming environment for all Civicans, regardless of their background or experience.
  • Focus on learning: We provide numerous opportunities for personal and professional development, enabling you to grow and reach your full potential.
  • Giving culture: We encourage you to give back to the community through initiatives like our Donate a Day leave, which allows you to volunteer for a charity of your choice.
  • Affinity Groups: Civica has various affinity groups where individuals can share experiences, ideas, suggestions, and recommendations to make our organization even more inclusive. Our groups include Early Careers, Wellness, LGBTQIA+, Race and Ethnicity, and many more. We welcome anyone who wants to support and ally with these communities.
  • Mental Health Champions: Our dedicated team of Mental Health Champions is committed to reducing the stigma around mental health. We conduct awareness workshops to help colleagues understand the impact of mental health on daily life. We are always here to provide support and strongly encourage our people to reach out to us when needed.

Apply for this job: Become part of something special. If you see yourself in this role, we would be thrilled to hear from you.

We are an equal opportunity employer. We value diversity and do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

We believe that a diverse range of experiences contributes to a broader perspective, leading to a better company and better outcomes. We are actively working to increase the diversity of our team and encourage everyone to consider joining us. We especially encourage applications from Aboriginal and Torres Strait Islander peoples of Australia.