Application Support Specialist

We’re Civica, and we create software that helps deliver critical services for citizens all around the world. From local government, to education, health, and care, over 5,000 public bodies across the globe use our software to provide essential services to over 100 million citizens. 

Our aspiration is to be a GovTech champion everywhere we work, supporting the needs of citizens and those who serve them every day. Building on 21 years of continuous growth and success, we're at a pivotal point in our journey to realise that aspiration. 

This is a permanent full-time hybrid position. While we offer flexibility with office attendance, this role requires some in-office presence and cannot be fully remote.

This is a unique opportunity for a talented and customer-focused Application Support Specialist to play a pivotal role in delivering outstanding customer service and supporting Civica’s products. Reporting to the Head of Operations, you will be a key member of the Support team, providing second-line support, managing customer escalations, and serving as a point of contact for critical and complex customer issues.

If you thrive on troubleshooting, have excellent communication skills, and are passionate about delivering exceptional customer experiences, this role offers the chance to make a real difference.

• Partner with senior leadership to deliver key messages aligned with Civica’s goals and priorities.
• To support customers running existing applications by use of a variety of support tools, in line with agreed service levels.
• To provide accurate, timely and clear responses to customers and internal stakeholders on all activities
• Triage incidents, including replicating issues in internal or test environments to identify software bugs or changes.
• Maintain and develop your customer skills, technical skills, and knowledge of current Civica process and procedures so that you can perform your role in line with the requirements of the business.
• To adhere to internal processes and procedures as required to maintain our ISO certification.
• Take personal responsibility for managing your time effectively and proactively to meet service desk KPIs and performance standards.
• Work in a manner that embraces Civica culture and values, contributing to your individual development and that of the wider team and business unit.  Support to continuous improvement through active participation

Requirements

• Proven experience in corporate communications, ideally in a fast-paced or dynamic environment.
• Proven experience in infrastructure or software application implementation projects.
• A self-starter approach: highly motivated, organised, and detail-oriented.
• Ability to work effectively as an individual and as part of a team.
• Strong technical troubleshooting skills and attention to detail.
• Proficient in:
• Microsoft Windows Server
• Microsoft SQL Server
• HTML and IIS
• Microsoft Windows 10/11
• Virtualisation (Hyper-V)

Benefits

At Civica, we’re passionate about what we do and the citizens we help to serve. If you’d like to champion the use of technology in public services to improve outcomes for citizens and public sector organisations, this is your opportunity.

Join us to unlock your potential, grow your career, and make a real difference to people and communities around the world.

Why You’ll Love Working with Us 

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: 

• Diversity & Inclusion: We’re all different—and we love this about us. We provide an inclusive, safe, and welcoming environment to all Civicans, new and old. 

• Focus on Learning: There are heaps of opportunities to help you grow and be your best. We encourage you to drive your personal development and career.  

• 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 working in our hybrid environment.