Level 2 Customer Application Support Analyst - Reflect & Recover

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 a Level 2 Application Support Analyst at Civica As a Level 2 Customer Application Support Analyst, you will provide advanced support for Civica’s Reflect & Recover solution, helping customers resolve more complex application issues that require deeper investigation and technical analysis. You will manage escalations from Level 1, diagnose root causes, apply configuration changes or workarounds, and keep customers informed throughout the resolution process. You will work closely with Level 3 support, product, engineering, and technical operations teams to progress defects, enhancements, and more complex technical issues. This role suits someone who enjoys problem-solving, customer support, and working across technical teams. It also provides the opportunity to contribute to knowledge base content, improve support processes, and mentor Level 1 analysts as part of a collaborative support environment What you will need to be successful in this role Experience in application support, managing complex or escalated issues Strong analytical and problem-solving capability Ability to investigate incidents and identify root causes Experience applying configuration changes, data fixes, or workarounds Understanding of SaaS or cloud-based applications Ability to interpret logs, data, and system behaviour Clear and professional communication skills Experience managing cases and customer updates end-to-end Familiarity with ITIL processes (incident, problem, change) Experience working with cross-functional teams (support, product, engineering) Exposure to tools such as Salesforce or ServiceNow Basic SQL skills for data review and analysis Strong documentation and knowledge-sharing discipline Ability to mentor and support junior team members 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 - 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.