Level 2 Support Analyst – Libraries

This is a fully remote position, open to applicants in India.

📋 Description

• **Key Responsibilities**

• Investigate and address intricate application support challenges that have been escalated from Level 1 support teams.

• Implement configuration adjustments, data corrections, and technical workarounds within the defined service levels (SLAs).

• Work in conjunction with Level 3 support, Product, Engineering, and Technical Operations teams to rectify defects and fulfill enhancement requests.

• Keep precise case records and deliver consistent customer updates throughout the support lifecycle.

• Engage in incident, problem, and change management activities according to ITIL processes.

• Develop and sustain knowledge base articles, troubleshooting manuals, and support documentation.

• Serve as a technical subject matter expert during customer escalations and relevant meetings as necessary.

• Guide and support Level 1 analysts to enhance team capability and boost first-line resolution rates.

• Aid the LiveOps team by crafting and upkeeping operational scripts and automation tasks when suitable.

• Diagnose issues related to finance modules and their associated integrations or workflows.

⛳️ Requirements

• At Civica, we appreciate individuals who are collaborative, customer-oriented, and enthusiastic about achieving significant outcomes through technology.

• **To be successful in this role, you will bring:**

• A solid technical comprehension of enterprise or SaaS applications, covering configuration and data structures.

• 2–5 years of experience in Application Support or a comparable technical support position.

• Familiarity with ITIL frameworks and service management tools such as Salesforce or ServiceNow.

• Basic SQL skills for querying and analyzing application data.

• Experience in troubleshooting finance modules, financial workflows, or associated integrations.

• Exposure to scripting or automation tasks for LiveOps or operational support teams.

• Strong capabilities in troubleshooting and root-cause analysis.

• Established practices in knowledge-sharing and documentation.

• **We Want You to Bring Your Whole Self to Work** There is no such thing as the perfect candidate, so if you believe you have what it takes but do not meet every single requirement listed above, please still reach out. We would love to have a conversation and see if you could be an excellent fit.

🏝️ Benefits

• **Why you'll love working with us**

• We understand that when our team members are content, they will perform better and experience greater job satisfaction. Here’s what you can look forward to:

• **We're all different** - and we embrace this diversity.

• **We provide an inclusive,** safe, and welcoming environment for all Civicans, both new and existing. Focus on learning - there are numerous opportunities available to help you grow and be your best.

• **Giving culture** - we encourage you to "give back" with benefits such as our Days of Difference leave, allowing you to volunteer for a charity of your choice.

• **Flexible Work** - we offer extensive flexibility options including part-time work, adjusted hours, staggered shifts, and hybrid or remote working arrangements, supporting work–life balance based on individual needs.

• **Apply for this job** - Become part of something special. Do you envision yourself in this role? If so, we would be delighted to hear from you.