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 a Level 2 Application Support Analyst at Civica
As a Level 2 Customer Application Support Analyst, you will provide advanced support for Civica's Reflect & Recover solution, helping customers resolve more complex application issues that require deeper investigation and technical analysis.
You will manage escalations from Level 1, diagnose root causes, apply configuration changes or workarounds, and keep customers informed throughout the resolution process.
You will work closely with Level 3 support, product, engineering, and technical operations teams to progress defects, enhancements, and more complex technical issues.
This role suits someone who enjoys problem-solving, customer support, and working across technical teams.




It also provides the opportunity to contribute to knowledge base content, improve support processes, and mentor Level 1 analysts as part of a collaborative support environment.
Requirements
What you will need to be successful in this role
Experience in application support, managing complex or escalated issues
Demonstrated understanding of asset maintenance practices within a public-sector operating environment
Experience supporting asset maintenance management systems used by a predominantly mobile or field-based workforce.
Familiarity with, or experience supporting, State-based asset maintenance contracts and associated operational frameworks
Knowledge of field workforce operations, maintenance scheduling, work management processes, and asset lifecycle management principles
Strong analytical and problem-solving capability
Ability to investigate incidents and identify root causes
Experience applying configuration changes, data fixes, or workarounds
Understanding of SaaS or cloud-based applications
Ability to interpret logs, data, and system behaviour
Clear and professional communication skills
Experience managing cases and customer updates end-to-end
Familiarity with ITIL processes (incident, problem, change)
Experience collaborating with cross-functional teams, including Support, Product,



Engineering, and Technical Operations.
Exposure to service management platforms such as Salesforce or ServiceNow
Basic SQL skills for data review and analysis
Strong documentation and knowledge-sharing discipline.
Ability to coach, mentor, and support junior team members
Advantages
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 workplace 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 - 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.
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.
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📌 Level 2 Customer Application Support Analyst - Reflect & Recover (Victoria)
🏢 Civica
📍 Victoria