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Application Support Analyst

4 months ago

Luton, United Kingdom Civica UK Ltd Full time

We’re Civica and we make software that helps deliver critical services for citizens all around the world. From local government to central 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.

Requirements

We are on the hunt for an Application Support Analyst to support us in our customer journey with cash app support at our Local Authority site. This role would ideally suit someone who has a good understanding of financial applications who wants to get into an IT focussed customer support role

What you will be doing?

  • To provide excellent customer service and effective application and technical support within agreed Service Level Agreements and to Customer Satisfaction Standards
  • Provide a centralised customer and technical support service within a cash receipting environment.
  • To support cash receipting, including E-Returns, Bank Reconciliation and Suspense
  • To create and maintain matching rules for both incoming and outgoing cash files
  • Carry out user administration of the cash receipting system
  • Work closely with the business to understand and interpret business process’ and translate those into a deliverable solution
  • Handle the management of incidents and escalation of queries.
  • Investigate and resolve in-depth customer queries and advanced technical issues.
  • Liaise with internal and external parties on customer hardware & software faults where contracted to do so.
  • To provide product expertise and guidance to the support team.
  • To assist with department, change control processes.
  • To assist with other general administration duties as and when required.
  • To provide day to day operational support to the team leader in managing team SLA’s and customer satisfaction
  • To develop product knowledge and skill sets.

Essential Competencies:

  • Customer focused, able to diagnose, impact assess and respond appropriately.
  • Strong Incident Management skills and diagnostic experience.
  • Working knowledge of a cash receipting system, including E-Returns, Bank Reconciliation, and Suspense
  • Ability to create and maintain matching rules
  • Excellent verbal and written communication skills.
  • Self-Motivated individual, driven by customer satisfaction and continuous improvement.
  • General understanding of change control processes.
  • Must work well in a team environment.
  • Able to remain calm under pressure.
  • Able to work to deadlines.
  • Must be able to remain calm under pressure.
  • Able to take on extra responsibility as required.
  • Have a genuine interest in technology.

Benefits

Life at Civica

Life at Civica: Life at Civica is fun and flexible. We have the following benefits that make us – one of the top employers of choice and a great place to work.

 

Civica Foundation | Giving Culture: We encourage our people to take advantage of our Days of Difference initiative that makes a lasting impact in the community through goodness and charity.

 

Civica Culture | Work life balance and Blended working: Flexible working, less commuting and more time with friends and family gives a perfect work life balance to our people.

 

Learning and Development | Growth Opportunities: Civica has a unique 70:20:10 learning model, which supports your learning demands in an interesting, challenging & fun way

 

Benefits

Employee Wellbeing: Being a people-first company, we have integrated health and wellbeing benefits for our members and their family. We have a team of Mental Health Champions working hard to change the stigma around Mental Health. We routinely run awareness workshops to ensure our colleagues better understand how Mental Health can impact your day-to-day life. We are available for support when you need it most and actively encourage our people to reach out to us.

Generous Leave Policy: Civica allows you to take time off from work with generous leave benefits.

Rewards and Recognition: We recognise and appreciate our colleagues for their contribution by monetary/non-monetary recognitions and rewards.

Tenure Milestone Recognition: We value and recognise the years of service of our people.

Employee-led Affinity Groups: Civica has different affinity groups in place, where people can share experiences and put forward their ideas, suggestions, and recommendations to make Civica an even more inclusive organisation for everyone. Our groups are for anyone who wants to support and ally with that community.

 

Civica Accolades:

‘Investors in People’ – Gold: We prioritise the development of our colleagues to match their ambition.

Great Place to Work: We are dedicated to creating an outstanding employee experience.

Financial Times - Diversity Leader 2023: We’re committed to maintaining an inclusive and supportive culture.

Australian Business Awards – Employer of choice.

Top rated employer – Glassdoor: Our average length of service is 9 years.

Societal Impact: Our solutions impact positive societal change, supporting local Authorities, Schools, Police forces, the NHS and numerous Central Government offices.