{"id":3097273,"url":"https://alion.io/job/civica-cic-application-support-analyst-2","title":"CIC Application Support Analyst","company":{"id":8530,"name":"Civica","domain":"civica.com","url":"https://alion.io/company/civica","size_band":"501-1000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workable","truth_index":{"grade":"A","score":100,"open_postings":6,"ghost_share":0,"stale_share":0,"repost_share":0,"time_to_fill_p50_days":44,"computed_at":"2026-10-25T05:49:26Z"}},"role":"Support","role_family":"Support","seniority":null,"employment_type":"full_time","work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"board_field","remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Vadodara, India"],"countries":["IN"],"hiring_countries":["IN"],"hiring_countries_total":1,"salary":null,"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Active Directory","optional":false},{"name":"MS SQL","optional":false},{"name":"Service Desk","optional":false},{"name":"SQL","optional":false},{"name":"Windows","optional":false},{"name":"Windows Server","optional":false}],"status":"live","first_seen_at":"2026-10-22T16:31:13Z","employer_posted_date":"2026-10-22","last_verified_at":"2026-10-25T17:18:52Z","board_verified":true,"closed_at":null,"days_open":3,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":3},"description":"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.\nOur 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.\nAs 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.\nWhy you'll love this role as CIC Application Support Analyst\nCivica is on the lookout for a highly motivated and dynamic CIC Application Support Analyst, someone who not only possesses extensive experience across a diverse range of technologies and platforms but also showcases a strong passion for innovation and problem-solving.\nIn this role, you will provide frontline support to customers across the UK and APAC regions, ensuring timely case triage, resolution, and customer communication while contributing to operational reporting and continuous service improvement.\nWhat you'll do:\nHelp deliver exceptional support to Civica's customers through digital channels, whether addressing new inquiries or ongoing cases. Your role will ensure a solid understanding of each customer's identity and their unique support needs.\nLodgement and triage of new incident and request cases in Civica’s case management system within service targets/KPIs. \nLeverage own expertise, analytical and problem-solving skills, professional relationships and available knowledge and other product documentation to troubleshoot customer support cases through to closure as quickly and efficiently as possible. \nCoordinate and complete recuring tasks such as data extracts and reporting.\nTo complete the initial triage of cases logged via the Customer Portal followed by closing or assigning the case to the relevant analyst/engineer as required and guided by available knowledge-based articles.\nSupport the development of a culture focused on customer satisfaction and service excellence.\nRequirements\nWhat you will need to be successful in this role\nQualification in an Information Technology, Business or related discipline and/or relevant workplace experience. \nRecord and manage customer support cases through to closure, maintaining accurate records of all investigations conducted, work performed, changes made and customer interactions, ensuring customers are kept appropriately informed, and internal notes are maintained for all progress notes not appropriate to the customer audience. \nProven customer service skills with strong active listening and clear communication across various channels. Ability to select the most effective medium for communication.\nExperience operating an IT customer support case management system and an operational understanding of service desk concepts and processes. \nAbility to perform basic SQL database queries.\nDemonstrable ability to operate Microsoft Windows/Office software.\nExperience with infrastructure, network or end-user compute technologies.\nA working knowledge of Windows Server Active Directory, Microsoft Exchange, Microsoft SQL Server and/or Citrix technologies.\nWe Want You to Bring Your Whole Self to Work\n 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 above, please still get in touch. We'd love to have a chat and see if you could be a great fit.\nBenefits\nWhy you'll love working with us\nWe know that when our people are happy, they will work better and have greater work satisfaction. Here's what you can expect:\nWe're all different - and we love this about us.\nWe provide an inclusive, safe, and welcoming environment to all Civicans, new and old Focus on learning- there are heaps of opportunities to enable you to grow and be your best.\nGiving 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.\nFlexible Work - we have comprehensive flexibility options including part-time work, adjusted hours, staggered shifts, and hybrid or remote working, supporting work-life balance based on individual needs.\nApply for this job - Become part of something special Do you see yourself in this role? 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