Level 2 Support Analyst - Health & Care (P730)

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 Level 2 Support Analyst at CivicaWe're looking for a Level 2 Application Support Analyst to provide advanced support for Civica's software applications. You'll play a key role in investigating and resolving complex or technical customer issues that can't be addressed at Level 1.In this role, you'll analyse incidents in detail, apply configuration or technical solutions in line with Civica's support processes, and act as a bridge between our Private Health Insurer customer base and the engineering team. You'll ensure that defect investigations are prioritised, progressed, and effectively communicated between all parties.Alongside casework, you'll also contribute to knowledge base development, process improvements, and the mentoring of Level 1 team members, helping to enhance the overall efficiency and effectiveness of our support function.What You'll Be DoingInvestigate and resolve complex application issues escalated from Level 1 supportApply configuration changes, data fixes, or workarounds within agreed SLAsCollaborate with 3rd line support, product, and development teams to progress defects or enhancement requestsMaintain accurate and timely case updates and customer communicationsCreate and maintain knowledge base articles and support documentationSupport incident, problem, and change management processes in line with ITIL guidelinesParticipate in customer meetings or escalations as a technical subject matter expertMentor and provide technical guidance to Level 1 analysts to build team capabilityRequirementsWhat you will need to be successful in this roleA solid understanding of Civica's application functionality, configuration, and data structures (or similar business applications)The ability to analyse support cases and apply effective technical solutions such as configuration changes or data adjustments in a controlled and efficient mannerExcellent communication skills, you explain complex issues clearly, set realistic expectations, and keep customers informed throughout the case lifecycleStrong problem-solving skills with the ability to interpret logs, data, and system behaviour to identify the right solutionA collaborative approach, you work effectively with Level 1 and 3 analysts, developers, and product teams, sharing knowledge and contributing to continuous improvementA methodical, process-driven mindset, you follow defined support processes, manage cases accurately, and contribute to our knowledge baseFamiliarity with Software as a Service (SaaS) environments or cloud-based applicationsUnderstanding of the ITIL framework and experience using service management tools such as Salesforce or ServiceNowBasic SQL skills for querying and reviewing application dataStrong documentation and knowledge-sharing habitsWe 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.BenefitsWhy 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.