Application Support Analyst (Transport)

 Published 7 days ago
 United Kingdom
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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.


Application Support Analyst (Transport)
Location: Home Based

We are looking to recruit an Application Support Analyst for our Transport products Suport Team. The role will be responsible for providing helpdesk support, platform configuration and other services to our Transport product customers.

Upon successful completion of your probation period this role will join the 24/7 on call rota which is approximately 1 week in 4.

Principal Responsibilities and Tasks:

  • Primary point of contact for customer support services.  Handling incidents, problems, and requests in line with the Civica Service Desk ITIL framework.  Including incident management and request fulfilment
  • To support customers running existing applications by use of a variety of support tools, in line with agreed service levels.
  • To provide accurate, timely and clear responses to customers and internal stakeholders on all activities
  • Triage incidents, including replicating issues in internal or test environments to identify software bugs or changes. 
  • Maintain and develop your customer skills, technical skills, and knowledge of current Civica process and procedures so that you can perform your role in line with the requirements of the business.
  • To adhere to internal processes and procedures as required to maintain our ISO certification.
  • Take personal responsibility for managing your time effectively and proactively to meet service desk KPIs and performance standards.
  • Work in a manner that embraces Civica culture and values, contributing to your individual development and that of the wider team and business unit.  Support to continuous improvement through active participation

Essential Competencies:

  • Strong organisational skills
  • An excellent communicator both written and verbal
  • Flexibility to support the needs of the business outside of standard support hours with prior notice – possible shift patterns, OOHs support.  


  • Customer focused.
  • Self-motivated, flexible, agile, adaptable
  • Proactive and positive in their approach
  • Enthusiastic and energetic


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!



  • 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.

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