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 www.duckcreek.com 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 acts as an individual contributor within support, driving service excellence within the support organization 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, as well as client-facing communication as regards support items. This role contributes to ongoing improvement by owning documentation and identifying opportunities to streamline operations. Overall, the Application Support Analyst provides the backbone of the Loss Control support team’s technical ticket resolution capabilities.
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 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.
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 effectively 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: Ability to perform basic queries (CRUD), understand database schemas and relationships between tables, and create or update stored procedures, functions, views, SQL Server Agent jobs, maintenance plans, and other SQL Server resources. Intermediate or above understanding of advanced SQL topics, including T-SQL, cursors, CTEs, temporary tables, joins, subqueries, transactions and error handling, indexing, query execution plans and performance analysis, XML querying, basic dynamic SQL, backups and restoration, and SQL tracing/profiling. Strong working knowledge of SQL Server Replication, including configuration and creation of replication, monitoring replication health, and troubleshooting/debugging replication failures, synchronization issues, and related data problems.
Azure: Working knowledge of the Azure Portal and core services used to support applications, including Azure App Services, Azure Storage, Azure SQL, Azure Functions, Azure Data Factory, Azure Monitor, Application Insights, Log Analytics, Microsoft Entra ID (formerly Azure Active Directory/AAD) including identity and access management, and Azure Key Vault. Ability to review configuration and logs, debug and troubleshoot application issues, connect to and query Azure SQL databases, perform basic tracing, monitor and troubleshoot Data Factory pipelines, and investigate authentication, access, and secret/configuration-related issues.
Debugging and Troubleshooting: Ability to systematically investigate and isolate application, data, integration, and configuration issues using logs, error messages, stack traces, database queries, trace files, and other diagnostic information. Able to reproduce issues, identify root causes, distinguish application defects from configuration or data problems, and clearly document findings for escalation when required.
IIS: Working knowledge of Internet Information Services (IIS), including websites, application pools, authenti