Application Support Analyst

• Deliver excellent customer service and application support in line with defined service levels and Civica values.
• Diagnose, troubleshoot, and resolve complex customer issues using a customer-centric approach.
• Maintain accurate records of customer interactions, work completed, and system changes in compliance with data protection and company policies.
• Follow Service Management processes, ticket handling procedures, and information security/compliance requirements.
• Continuously develop technical, customer service, and process knowledge to perform effectively in the role.
• Contribute to continuous improvement by identifying recurring issues, improving knowledge management, and suggesting process enhancements.
• Manage workload proactively while collaborating with team members to meet productivity, quality, and operational targets.

Do you have experience in Technical Proficiency?, The position provides hands-on experience with application support, scripting, databases, and customer service in a fast-paced environment where learning and progression are encouraged. For individuals who thrive on analytical thinking, enjoy solving complex issues, and want to make a direct impact on customer success, this is an excellent opportunity to grow a long-term career within a respected and forward-thinking organisation., * High-level understanding of supported applications, features, and functionality.

• Proficiency in scripting languages or automation tools to improve support processes.
• Familiarity with database systems, including querying and data manipulation.
• Experience working with SaaS environments or cloud-based applications.
• Strong verbal and written communication skills with both technical and non-technical stakeholders.
• Ability to manage, troubleshoot, and resolve incidents effectively within agreed timeframes.
• Experience coordinating escalations with developers and technical teams.
• Strong teamwork and collaboration skills in a technical support environment.
• Analytical and problem-solving skills with the ability to investigate and resolve complex issues.
• 1-3 years of experience in application support, with proficiency in Microsoft Office tools such as Word and Excel.

Pulled from the full job description

• AD&D insurance
• Parental leave
• Health insurance
• Dental insurance
• Paid sick time
• Paid jury duty
• Bereavement leave, Time Off & Work-Life Balance

Annual Leave - 3 weeks (1-5 years), 4 weeks (6-10 years), 5 weeks (10+ years), 6 weeks (20+ years). Sick Leave - 15 paid sick days per year (pro-rated for part-time employees). Bereavement Leave - Paid leave for permanent employees during times of loss. Statutory Holidays - Public holidays in line with provincial standards, including election day and jury duty leave. Parental Leave - Maternity and parental leave in accordance with Provincial Employment Standards. Agile Working - Access to a wide range of flexible working arrangements to support work-life balance.

Health, Protection & Wellbeing

Extended Health Insurance - Comprehensive cover for employees, spouses, and legal dependents, including travel insurance. Dental Insurance - Coverage for routine and emergency care for employees and eligible dependents. Employee Assistance Plan (EAP) - 100% employer-paid confidential support services. Basic Life Insurance - Financial protection for you and your family. Accidental Death & Dismemberment Insurance - Additional financial security. Long-Term Disability Insurance - Income protection during extended illness. Spousal & Dependent Life Insurance - Additional coverage options for your family. Comprehensive & Compassionate Cancer Care - Specialist support services through Desjardins Insurance, offering prevention, assistance, return-to-work guidance, and expert workplace cancer support.

Recognition & Development

Milestone Service Awards - Recognition and celebration of long-term service. The Civica Awards - Annual awards recognising individuals and teams making an outstanding contribution across the Group. Diamond Club - Our global sales incentive scheme celebrating top performers who deliver exceptional results and live our values. Learning & Development Platforms - Access to a wide range of leadership, technical, and soft skills training resources.

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., 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