Level 2 Support Analyst - Libraries

Civica UK

4d • Hybrid

About The Position

We are seeking a proactive and technically skilled Level 2 Application Support Analyst to join our support team. In this position, you will deliver advanced application support for Civica software solutions by analyzing and resolving complex customer problems that demand more in-depth technical investigation than Level 1 support. You will work closely with Level 3 support, Product, Engineering, and Technical Operations teams to deliver timely resolutions, maintain strong customer communication, and contribute to continuous service improvement initiatives. This is an excellent opportunity for someone who enjoys problem-solving, technical troubleshooting, and collaborative teamwork within a fast-paced SaaS environment.

Requirements

• Strong technical understanding of enterprise or SaaS applications, including configuration and data structures.
• 2–5 years’ experience in Application Support or a similar technical support role.
• Familiarity with ITIL frameworks and service management tools such as Salesforce or ServiceNow.
• Basic SQL skills for querying and reviewing application data.
• Experience troubleshooting finance modules, financial workflows, or related integrations.
• Exposure to scripting or automation tasks for LiveOps or operational support teams.
• Strong troubleshooting and root-cause analysis capability.
• Proven knowledge-sharing and documentation practices.

Responsibilities

• Investigate and resolve complex application support issues escalated from Level 1 support teams.
• Perform configuration changes, data fixes, and technical workarounds within agreed service levels (SLAs).
• Collaborate with Level 3 support, Product, Engineering, and Technical Operations teams to resolve defects and enhancement requests.
• Maintain accurate case records and provide regular customer updates throughout the support lifecycle.
• Participate in incident, problem, and change management activities in line with ITIL processes.
• Create and maintain knowledge base articles, troubleshooting guides, and support documentation.
• Act as a technical subject matter expert during customer escalations and meetings where required.
• Mentor and support Level 1 analysts to help build team capability and improve first-line resolution rates.
• Assist the LiveOps team by writing and maintaining operational scripts and automation tasks where appropriate.
• Troubleshoot issues relating to finance modules and associated integrations or workflows.

Benefits

• Inclusive, safe, and welcoming environment
• Opportunities for growth and development
• Days of Difference leave for volunteering
• Flexible work options including part-time, adjusted hours, staggered shifts, and hybrid or remote working

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed