Senior Support Analyst – Coldharbour

  • Contract
  • Anywhere

Civica UK Ltd

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.


Working within our private care application support team, you will be a senior application support analyst supporting our Coldharbour customers by tracking and taking ownership of customer issues that are monitored within the parameters of SLAs. You will ultimately ensure that customer issues, incidents and escalations are resolved in a timely and professional manner. You will be working alongside support analysts and other senior analysts, as well as collaborating with others across the application support function. This is a key support role that requires problem solving skills, excellent customer service skills, stakeholder management experience and an ability to operate in a fast-paced environment.

Principal responsibilities and tasks:

  • Responds to incoming incidents and requests in a quick and efficient manner and deals with customers in a polite and professional way, setting expectations and keeping customers are provided with key updates throughout the process.
  • Role models proactivity and customer-focussed behaviours to support the development of a high performing support team.
  • Motivates junior support colleagues to deliver support excellence and business outcomes to a consistently high standard.
  • Takes lead on rota for out of hours Coldharbour support when required.
  • Adheres to and reports on KPIs against support activities in line with contractual requirements.
  • Supports team leader to resolve escalated issues within the team and works with other technical teams to ensure that appropriate expertise is engaged when escalations are required.
  • Champions continuous process improvement and innovation in order to drive improvement in support KPIs.
  • Through delivering support excellence, increases customer satisfaction, retention and advocacy.
  • Ensures that all procedures and routines comply with documented standards, and reporting instances of non compliance to the team leader.

Essential competencies:

  • Significant previous experience in an IT application support role.
  • Knowledge of service desk/ticketing tools such as Jira Service Desk/Service Now/SalesForce/LANDesk.
  • Experience of remote connectivity (Citrix, RDP, VNC etc).
  • Demonstrable experience of role-modelling and motivating technical support colleagues to maximise individual/team potential and enhance customer service/satisfaction.
  • Demonstrable experience of resolving escalated support queries and managing issues with unsatisfied customers.
  • Excellent communication skills, and the ability to effectively engage and influence stakeholders at all levels.
  • Analytical and data driven decision making capabilities, comfortable in utilising metrics and tools to inform decision making.

Preferred skills:

  • Prior experience of supporting the Coldharbour application
  • ITIL Service Management
  • MS Office, Excel, PowerPoint


Life at Civica

Civica is the UK’s leading public sector software provider, with more than 22 years of sustained growth.

We’re developing and delivering the technologies that are transforming our vital public services, across Local Government, Government, Healthcare and beyond.

Blended working: less commuting, more time with your friends and family.

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

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

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.

Building and maintaining an inclusive and supportive culture

Studies have shown that certain underrepresented groups of people are less likely to apply for a job that they don’t 100% match. At Civica, we’re committed to building and maintaining an inclusive and supportive culture where diversity thrives, and all of our people excel.

So, if you like the sound of this opportunity but you don’t meet all of the requirements then please apply. You could be the perfect candidate for this or other opportunities within Civica.

Mental Health Champions are here for you!

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.

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 and include: Early careers, accessibility, parents and guardians, wellness, LGBTQIA+, race and ethnicity and many more.

Civica is a Diversity Leader, ranked as one of the top European companies for workplace diversity and equality – Financial Times 2023.

Civica is committed to building and maintaining an inclusive and supportive culture where diversity thrives, and all of our people excel. We believe that diversity stimulates innovation, enables us to deliver better outcomes for people and communities, supports the growth of our people, and delivers great results for our customers. Civica recruit, promote and reward our people based on their contribution, regardless of gender, race, disability, religion/belief, nationality, ethnicity, sexual orientation, age or marital status

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