Application Support Analyst

Helping careers take flight. Reshaping an industry. Enable your career to be Made on Duck Creek.    

WHO WE ARE:   

Duck Creek Technologies is the intelligent solutions provider defining the future of the property and casualty (P&C) and general insurance industry. We are the platform upon which modern insurance systems are built, enabling the industry to capitalize on the power of the cloud to run agile, intelligent, and evergreen operations. Our modern SaaS solutions help insurers set a new standard and revolutionize how consumers interact with insurance companies.   

Authenticity, purpose, and transparency are core to Duck Creek, and we believe insurance should be there for individuals and businesses when, where, and how they need it most. Our market-leading solutions are available on a standalone basis or as a full suite, and all are available via Duck Creek OnDemand. With more than 1,000 successful implementations to date, Duck Creek removes the IT burden for insurers so they can focus on the business of insurance.  

We have a flock of more than 1,800 employees across the globe and are proud to be a Flexible-First employer. We empower our employees with the choice to work from an office, from home, or on a hybrid schedule. Our flexible-first environment fosters productivity, inclusion, collaboration, and ensures a consistent employee experience regardless of location.  

If working in a fast-paced, rapidly evolving company that is transforming one of the world’s oldest and largest industries sounds exciting, let us know. We are excited you are considering Duck Creek as a future employer and hope you decide to join “The Flock”!  

To learn more about us, visit and follow us on our social channels for the latest information – LinkedIn and Twitter. 
Title: Application Support Analyst

WHAT YOU’LL DO:

The Application Support Analyst is responsible for delivering technical support and troubleshooting for Duck Creek Technologies ' software applications. This role focuses on managing daily support requests, monitoring system performance, and assisting with issue resolution. The analyst will work closely with cross-functional teams to ensure the efficient operation of the company's software applications.

-
Provide first-line technical support for Duck Creek applications, responding to user inquiries and resolving incidents.

-
Monitor application performance and system health to ensure optimal uptime and performance.

-
Investigate and troubleshoot application issues, working to identify root causes and implement resolutions.

-
Escalate complex issues to senior team members or specialized departments when necessary.

-
Assist in the deployment of application updates, patches, and system enhancements.

-
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.

-
Perform routine maintenance tasks such as monitoring logs, conducting system checks, and applying patches.

-
Utilize monitoring tools to track system performance metrics and identify potential risks or performance bottlenecks.

-
Collaborate with application development and infrastructure teams to resolve issues and implement new features.

-
Ensure adherence to established service level agreements (SLAs) for response and resolution times.

-
Participate in training sessions and stay up to date on system updates, application changes, and new functionalities.

WHAT YOU’VE DONE:

REQUIRED:

-
Bachelor’s degree in Information Technology, Computer Science, or a related field.

-
1-2 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 framewor