Support Analyst - Management

Support Analyst – Income Management

Civica’s Income Management team (formerly Civica Pay) is looking for a Support Analyst to support our cloud‑based payment management platform used by local government, housing organisations and public‑sector partners across the UK.

You will be the first point of contact for customers, owning support tickets end‑to‑end, investigating issues, replicating faults and working with technical, development and consultancy teams to drive speedy and effective resolutions.

• Develop strong knowledge of Civica’s Income Management products and solutions
• Use your experience with operating systems and databases to investigate reported faults
• Manage and maintain accurate customer support records within our ticketing system
• Diagnose connectivity and configuration issues, replicating problems where needed
• Resolve issues in line with agreed SLAs
• Work closely with the Development team to manage product defects and change requests
• Keep customers fully informed of progress, managing expectations effectively
• Escalate major issues promptly and keep key internal stakeholders updated
• Build productive relationships with customers and internal teams
• Support customer site visits when required
• Assist with product testing during release cycles

• Experience working in a 2nd‑line software support or IT Service Desk environment
• Background supporting financial systems or payment software (highly desirable)
• Strong understanding of P1‑P4 incident handling and ticket management
• Excellent written and verbal communication skills
• Ability to work independently, take initiative and manage competing priorities
• Confident managing difficult or high‑pressure customer situations
• Strong organisational and problem‑solving skills
• IT confident across MS Office and web‑based applications

• Experience supporting local government or public sector customers
• Exposure to cloud‑based software solutions or payment platforms
• Strong analytical skills and ability to troubleshoot complex issues

• 25 days annual leave plus bank holidays and an option to buy up to 10 extra days
• 25 extra days off for volunteering
• 5% employer pension match
• Income protection up to 75% of salary
• Life assurance – 4x salary tax‑free lump sum
• Critical illness cover £25,000 lump sum
• Private medical insurance and health cash plan
• Dental insurance, electric vehicle scheme and affinity groups
• Bounty bonus for referrals

We are an equal‑opportunity employer. We do not discriminate based on race, ethnicity, religion, gender, sexual orientation, disability, age or any other legally protected characteristic. We welcome applicants from all backgrounds, cultures and experiences.