Support Analyst - Income Management

Civica; Manchester; On-site; GBP 32,000 - 45,000; Full time

Benefits offered by this job

25 days annual leave plus bank holidays

Volunteer days

5% employer pension match

Private medical insurance

Bounty bonus for referrals

Life assurance 4x salary

Critical illness cover

Private medical insurance

Dental insurance

Electric vehicle scheme

Referral bonus

Job summary

A public-sector software company is seeking a Support Analyst for its Income Management team in Manchester. The role involves resolving customer issues with cloud-based platforms for local government and public-sector clients. Responsibilities include ticket management, fault investigation, and collaboration with technical teams. Candidates should have experience in software support, excellent communication skills, and the ability to handle high-pressure situations. A range of benefits is offered, including annual leave and a pension scheme.

Qualifications

• Experience working in a 2nd-line software support or IT Service Desk environment.
• Background supporting financial systems or payment software is highly desirable.
• Strong understanding of incident handling and ticket management.

Responsibilities

• Develop knowledge of Income Management products.
• Investigate reported faults using experience with operating systems.
• Manage customer support records within the ticketing system.
• Work closely with the Development team.
• Provide updates and manage customer expectations.
• Collaborate with Development to manage defects and change requests.
• Keep customers updated on progress and manage expectations.
• Escalate major issues promptly to key internal stakeholders.

Skills

Experience in a 2nd-line software support environment

Strong communication skills

Organizational skills

Problem-solving skills

Communication skills

Problem solving

Independent working

Tools

MS Office

Web-based applications

Cloud-based platforms

Job description

Support Analyst – Income Management

Civica’s Income Management team (formerly CivicaPay) 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.

Key Responsibilities

• 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

Requirements

• 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

Preferred Skills

• 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

Benefits

• 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.