Application Support Analyst

📋 Description

• We are Civica, a company dedicated to creating software that facilitates the delivery of essential services for citizens worldwide. Our solutions are utilized by over 5,000 public entities, ranging from local to state governments, as well as educational and health institutions, benefiting more than 100 million citizens.

• Our goal is to become a GovTech leader in every region we operate, addressing the needs of citizens and the professionals who serve them daily. With 21 years of steady growth and success, we are at a crucial stage in our journey to achieve this ambition.

• You will find the position of Application Support Analyst at Civica to be a rewarding opportunity for those who are customer-oriented problem solvers, eager to merge technical skills with impactful client interactions. In a collaborative and supportive atmosphere, you will be instrumental in helping clients maximize the benefits of Civica's software solutions while enhancing your own technical and professional skills.

• This role offers practical experience in application support, scripting, database management, and customer service within a dynamic environment that encourages learning and career advancement. For individuals who excel in analytical thinking, enjoy tackling complex challenges, and wish to make a tangible contribution to customer success, this is an excellent opportunity to develop a long-term career in a respected and innovative organization.

⛳️ Requirements

• **Responsibilities:**

• Provide exceptional customer service and application support in accordance with established service levels and Civica's core values.

• Diagnose, troubleshoot, and resolve intricate customer issues with a customer-focused mindset.

• Keep detailed records of customer interactions, work performed, and system modifications, ensuring compliance with data protection and company policies.

• Adhere to Service Management protocols, ticket handling procedures, and information security/compliance standards.

• Continuously enhance technical, customer service, and process knowledge to perform effectively in the role.

• Actively participate in continuous improvement by identifying recurring challenges, refining knowledge management, and suggesting process enhancements.

• Manage your workload proactively while collaborating with colleagues to achieve productivity, quality, and operational objectives.

• **Requirements:**

• Strong understanding of supported applications, features, and functionalities.

• Proficient in scripting languages or automation tools to streamline support processes.

• Knowledgeable in database systems, including querying and data manipulation.

• Experience with SaaS environments or cloud-based applications.

• Excellent verbal and written communication skills, capable of engaging with both technical and non-technical stakeholders.

• Ability to effectively manage, troubleshoot, and resolve incidents within agreed timeframes.

• Experience in coordinating escalations with developers and technical teams.

• Strong collaboration and teamwork skills within a technical support context.

• Analytical and problem-solving capabilities with the ability to investigate and resolve intricate issues.

• 1–3 years of experience in application support, with proficiency in Microsoft Office applications such as Word and Excel.

🏝️ Benefits

• **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 (adjusted for part-time employees).

• ✔ **Bereavement Leave** – Paid leave for permanent employees during times of loss.

• ✔ **Statutory Holidays** – Public holidays following provincial standards, including election day and jury duty leave.

• ✔ **Parental Leave** – Maternity and parental leave as per Provincial Employment Standards.

• ✔ **Agile Working** – Access to various flexible working arrangements to support work-life balance.

• **Health, Protection & Wellbeing**

• ✔ **Extended Health Insurance** – Comprehensive coverage for employees, spouses, and legal dependents, including travel insurance.

• ✔ **Dental Insurance** – Coverage for routine and emergency dental care for employees and eligible dependents.

• ✔ **Employee Assistance Plan (EAP)** – 100% employer-funded 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 prolonged 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 recognizing individuals and teams making outstanding contributions across the Group.

• ✔ **Diamond Club** – Our global sales incentive program celebrating top performers who achieve exceptional results and embody our values.

• ✔ **Learning & Development Platforms** – Access to a wide range of leadership, technical, and soft skills training resources.