Application Support Analyst II

Position Overview:

The Application Support Analyst acts as an individual contributor within support, driving service excellence through hands-on ticket work, demonstrating quality, ownership, and resolution pace. They handle day-to-day items submitted through the support portal, internal technical tasks and investigation, and client-facing communication about support items. This role contributes to ongoing improvement by owning documentation and identifying opportunities to streamline operations. The Application Support Analyst provides the backbone of the Loss Control support team's technical ticket resolution capabilities.

What You'll Do:

• Act as an individual contributor by maintaining active ticket ownership and demonstrating strong closure habits and quality expectations
• Provide first-line technical support for Duck Creek applications, responding to user inquiries and resolving incidents
• Investigate and troubleshoot application issues, working to identify root causes and implement resolutions
• Support day-to-day ticket operations, reduce backlog, and improve service delivery
• Escalate complex issues to specialized departments when necessary
• Document incidents, troubleshooting steps, and resolutions for future reference in support knowledge bases
• Work with internal teams to identify recurring issues and recommend long-term solutions to improve system performance
• Collaborate with application development and infrastructure teams to resolve issues and implement new features
• Maintain response time, communication standards, and a professional approach to customer resolution
• Participate in training sessions and stay up to date on system updates, application changes, and new functionalities. Perform all other duties and activities as required
• Act in accordance with and as a good steward of Duck Creek Technologies mission, vision, and core values

What You've Done:

Required:

• Bachelor's degree in Information Technology, Computer Science, or a related field
• 2-5 years of experience in application support, IT operations, or a similar technical support role

Preferred:

• Experience with Duck Creek Technologies products or similar enterprise software
• Knowledge of IT service management frameworks such as ITIL
• Experience in the insurance technology sector or related industries

Skills, Knowledge, Abilities, and Behaviors:

• Strong problem-solving and troubleshooting skills, with an ability to resolve basic application issues
• Strong written and verbal communication skills to document incidents and collaborate with team members
• Ability to work under pressure and manage multiple tasks in a fast-paced environment
• Understanding of IT environments, including basic networking, infrastructure, and cloud technologies
• Ability to escalate complex issues and collaborate with senior staff to resolve them
• Familiarity with enterprise software release cycles and deployment processes
• Knowledge of incident, problem, and change management processes
• Customer-oriented mindset, focused on providing prompt and effective technical support
• Strong organizational skills, with attention to detail in managing incident logs and troubleshooting steps
• Ability to adapt to changing technologies and stay updated on new features and system enhancements
• Basic knowledge of Agile and DevOps methodologies as they relate to application support
• Ability to work independently and in a team, supporting larger initiatives and projects as needed
• Analytical skills to evaluate performance trends and suggest improvements in application support processes
• Strong commitment to continuous learning and development in application support best practices

Technical Competencies:

• SQL Server: Basic queries (CRUD), database schemas, stored procedures, functions, views, SQL Server Agent jobs, maintenance plans, T-SQL, query performance analysis, backups and restoration, and SQL Server Replication configuration and troubleshooting
• Azure: Working knowledge of the Azure Portal and core services such as App Services, Storage, Azure SQL, Functions, Data Factory, Monitor, Application Insights, Log Analytics, Microsoft Entra ID, and Key Vault
• Debugging and Troubleshooting: Systematically investigating application, data, integration, and configuration issues using logs, stack traces, database queries, and trace files
• IIS: Working knowledge of websites, application pools, authentication, configuration, logs, and bindings
• SSO / SAML: Working knowledge of Single Sign-On and SAML-based authentication, including assertions, metadata, certificates, claims, and authentication flows
• API: Working knowledge of REST APIs and web services, including HTTP methods, status codes, JSON/XML payloads, and tools such as Postman and Swagger/OpenAPI
• Other Technical Skills: Working knowledge of FTP/SFTP, XML/XSLT, and PowerShell, and ability to read application code including .NET, JET, HTML, and JavaScript

Core Competencies:

The team is built on strong core values: clear and thoughtful communication, open collaboration, curiosity and critical thinking, accountability for outcomes, and doing the right thing by treating others with respect and engaging inclusively across cultures and backgrounds.

Location and Ways of Working:

Duck Creek is a flexible-first company with a Flying Together approach that focuses on hiring in designated locations. This role is aligned to a specific location, and you are expected to reside within reasonable proximity to it. Work may initially be performed remotely, subject to business needs, and may later transition to a hybrid arrangement that includes working from a designated office location. The Company reserves the right to modify work arrangements based on business needs, organizational policy, or regulatory considerations.

AI Statement:

Candidates are expected to complete all interviews based on their own knowledge and experience. The use of AI tools during interviews is not permitted.