Support Consultant - Health & Care (P601)

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 help to serve. If you too would like to help champion the use of technology in public services, to improve outcomes for citizens and public sector organisations, then Civica is the right place for you. We will help you unlock the best version of yourself, achieve growth in your career whilst making a real difference to people and communities.  

Why you will love this opportunity as Support Consultant at Civica

The Support Consultant is responsible for providing professional support and service excellence to Civica’s customers, with responsibilities based on business needs and the sales pipeline. The role involves delivering application support for Civica products such as Dox, FreightPac, iCasework, Civica Experience, Saffron, and Civica Ensure, ensuring compliance with defined service level agreements (SLAs). The consultant is expected to meet both personal and team KPIs for resolution, processing, and SLA adherence, while maintaining effective communication with customers, providing progress updates, and recommending follow-up actions.

In addition to customer support, the role includes setting up, installing, and configuring software, conducting testing, and ensuring due diligence in completed implementations and upgrades. The consultant is also responsible for maintaining accurate records of work, customer interactions, and changes, in compliance with data protection laws and Civica policies. Adherence to Service Management policies, processes, and procedures is essential, including ticket handling, incident management, request fulfilment, and problem management, while following business and information security processes as outlined by management.

The role also involves contributing to continuous improvement by providing feedback on knowledge management, policies, and processes. The consultant is encouraged to suggest new content for identified gaps and, if directed, create new articles or processes. This position requires a customer-focused individual who is committed to service excellence, continuous improvement, and adhering to Civica's values and standards.

Requirements

What you will need to be successful in this role

• Strong customer focus with proven ability to build and maintain solid relationships.
• Knowledge of application and database support, including basic SQL querying for troubleshooting.
• Familiarity with ITIL principles and proficiency in Microsoft Office 365.
• Excellent analytical and problem-solving skills, particularly in software application support.
• Strong verbal and written communication skills, with a friendly and supportive approach.
• Highly organized, with strong time management and attention to detail.
• Willingness to learn, share knowledge, and collaborate in a team environment.
• Knowledge of the Health Industry or related systems is a plus.
• Previous experience in a Service Desk or customer-facing role

We really do want you to bring your whole self to work. 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, please still get in touch. We'd love to have a chat and see if you could be a great fit.  

Benefits

Why you'll love working with us.

We know that when our people are happy, they will work better and have greater work satisfaction. Here's what you can expect:

We're all different - and we love this about us.

We provide an inclusive, safe, and welcoming environment to all Civicans - there are heaps of opportunities to enable you to grow and be your best.   

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

Flexible Work - we have the technology and tools to support you to work from home and come into our offices now and then to catch up and socialise with colleagues.

Apply for this job - Become part of something special Do you see yourself in this role? If so, then we would love to hear from you.

We are an equal opportunity employer. We do not discriminate based on race, religion, colour, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. In fact, we strongly believe that diversity of experience contributes to a broader collective perspective that will consistently lead to a better company and better outcomes. We are working hard to increase the diversity of our team wherever we can, and we actively encourage everyone to consider becoming a part of it. We are especially keen to receive applications from Aboriginal and Torres Strait Islander peoples of Australia.