About The Role This is an exciting opportunity for a L2 Application Support Analyst to join our Service Delivery Platform (SDP) business unit for our Mascot location. Our SDP has been established to provide the business and our customers a platform to deliver high quality and expert service and technology offerings. As an Application Support Analyst, you will be responsible for providing 2nd line technical support to our customers and resolving tickets whilst maintaining excellent customer service. Responsibilities Provide technical application support (phone and email) for products and services produced by Civica Provide excellent customer service in line with the Service Desk Charter and Civica Values Investigate, research and respond until completion of tickets Maintain accurate records of work completed, changes made and customer interactions in line with data protection laws and Civica policies Take an active role in leading by example and advocating best practice Provide feedback to improve existing knowledge management and support continuous improvement by providing suggestions to improve our policies, processes, procedures and operations Meet personal and team KPI targets on resolution, processing, SLAs, customer experience, compliance and operational excellence Take ownership of your development by maintaining and developing your customer skills, technical skills and knowledge of current Civica process and procedures About You We are looking for an Application Support Analyst with fantastic problem solving skills, able to adapt and prioritize work, process driven and fantastic customer service skills. You will also have: Experience working within a customer facing Service Desk environment at a L2 level and have a strong customer service approach Application and database support experience The ability to perform detailed SQL querying to troubleshoot application and database problems would be an advantage Excellent analytical and problem solving techniques in software application support Excellent verbal and written communication skills; communicating in a friendly and supportive manner Previous experience working in the Local Government or Utilities industry Hands on financial accounting knowledge and experience Basic Financial Knowledge (eg. Accounts Receivable, Rates, Utility Billing) Organised, strong time management skills and excellent attention to detail Willingness to learn, share knowledge with team members and work in a collaborate environment Your Benefits At Civica we believe our people are our biggest asset and we pride ourselves on cultivating a supportive and modern working environment; whilst providing you with the tools you need to get the job done. We will offer what you would expect in today’s modern work environments: Join a growing and successful business Genuine career development Flexible working conditions What Next? Do we sound like a good match? If so then we would love to hear from you! Please include a cover letter outlining how your experience, aspirations and values are a match, along with your resume and we will take it from there.
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