Support Analyst - Income Management

As a Support Analyst within our Income Management team (formerly CivicaPay), you'll play a key role in supporting our cloud-based payment management platform-used by local government, housing organisations, and public sector partners across the UK.

You'll be the first point of contact for customers, owning support tickets end-to-end, investigating issues, replicating faults, and working with teams across Civica-Technical Operations, Development, and Consultancy-to drive speedy and effective resolutions. This is a role where clear communication, taking initiative, and staying calm under pressure are essential.

You'll be joining a friendly, supportive team of experienced Support Analysts, working on a mature product that helps customers provide frictionless, secure, and reliable payment services to their citizens.

If you're someone who enjoys problem-solving, delivering excellent customer service, and taking ownership in a busy support environment, this role could be a great fit.

Key Responsibilities

· Develop strong knowledge of Civica's Income Management products and solutions.

· Use your experience with operating systems and databases to investigate reported faults.

· Manage and maintain accurate customer support records within our ticketing system.

· Diagnose connectivity and configuration issues, replicating problems where needed.

· Resolve issues in line with agreed service level agreements (SLAs).

· Work closely with the Development team to manage product defects and change requests.

· Keep customers fully informed of progress, managing expectations effectively.

· Escalate major issues promptly and keep key internal stakeholders updated.

· Build productive relationships with customers and internal teams.

· Support customer site visits when required.

· Assist with product testing during release cycles.

· Experience working in a 2nd-line software support or IT Service Desk environment.

· Background supporting financial systems or payment software (highly desirable).

· Strong understanding of P1-P4 incident handling and ticket management.

· Excellent written and verbal communication skills.

· Ability to work independently, take initiative, and manage competing priorities.

· Confident managing difficult or high-pressure customer situations.

· Strong organisational and problem-solving skills.

· IT confident across MS Office and web-based applications.

Preferred Skills

· Experience supporting local government or public sector customers.

· Exposure to cloud-based software solutions or payment platforms.

· Strong analytical skills and the ability to troubleshoot complex issues.

Time Off & Work-Life Balance

25 Days Annual Leave + bank holidays - plus the option to buy up to 10 extra days! Days of Difference - Up to 3 extra days off for volunteering.

Financial Well-being & Security

Pension Contributions - 5% employer match to support your future. Income Protection - Up to 75% salary cover for long-term illness. Life Assurance - 4x salary tax-free lump sum. Critical Illness Cover - £25,000 lump sum (extendable to dependents).

Health & Perks

Private Medical Insurance - Fast access to private healthcare. Health Cash Plan - Claim back physio, therapies & more. Dental Insurance - Cover for routine & emergency care.

Electric Vehicle (EV) Scheme - A wide range of electric & hybrid vehicles. Affinity Groups - Join employee-led communities. Bounty Bonus - Refer a friend & get rewarded.

At Civica, we are committed to building an inclusive and diverse workplace where everyone feels valued and supported. We believe that a variety of perspectives drives innovation and excellence, and we welcome applicants from all backgrounds, cultures, and experiences.

We are an equal opportunity employer. We do not discriminate based on race, ethnicity, religion, gender, sexual orientation, disability, age, or any other legally protected characteristic. Our recruitment process is designed to ensure fairness and transparency, so every candidate has an equal chance to contribute to our mission.

If you need any adjustments or accommodations to participate in our recruitment process, please let us know. We are here to support you.

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., 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 As a company, we're passionate about what we do and the citizens we serve. If you, too, want to champion the use of technology in public services to improve outcomes for citizens and public sector organizations, then Civica is the right place for you. We will help you unlock the best version of yourself, achieve career growth, and make a real difference to people and communities. We know that when our people are happy, they work better and have greater job satisfaction. Here's what you can expect