Application Support Analyst II

TITLE Application Support Analyst II WHO WE ARE Duck Creek Technologies is the intelligent solutions provider defining the future of the property and casualty (P&C) insurance industry. Our modern SaaS platform enables insurers to run agile, cloud-based operations and deliver better customer experiences. Duck Creek is a flexible-first company, offering employees autonomy in how they manage their work. As part of our Flying Together approach, we are thoughtfully increasing opportunities for in-person collaboration by focusing on hiring in designated locations. This role is aligned to a specific location, and you’ll partner with your leader to participate in meaningful in-person moments that support team connection and collaboration. ABOUT VISTA Duck Creek Technologies is a portfolio company of Vista Equity Partners, a global investment firm that partners with mission-critical enterprise software and technology-enabled businesses to drive growth and operational excellence. As part of a Vista portfolio company, you’ll work in an environment backed by deep expertise, long-term investment, and a strong commitment to building market-leading businesses and meaningful careers. POSITION OVERVIEW 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. 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 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: Mission: To empower insurers to reimagine the future of insurance Vision: To transform insurance technology, helping insurers be smarter, faster, and more efficient, and ultimately provide the best protection for people and businesses Values: We Prioritize Respect, We Listen, We Care, We Add Value, and We Lead WHAT YOU’VE DONE Education and Work Experience: Bullet list describing the education & experience to perform the role, including any certifications. 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, authentication, application configuration, log files, and a basic understanding of bindings. Ability to restart applications/application pools, review IIS and application logs, troubleshoot availability and connectivity issues, and diagnose common application pool, authentication, and configuration-related problems. SSO / SAML : Working knowledge of Single Sign-On (SSO) and SAML-based authentication, including identity provider and service provider concepts, SAML assertions, metadata, certificates, claims/attributes, and authentication flows. Ability to troubleshoot common SSO issues involving configuration, user access, claims, redirects, and failed authentication. API : Working knowledge of REST APIs and web services, including HTTP methods, endpoints, request/response formats, headers, authentication, status codes, and JSON/XML payloads. Ability to test and troubleshoot API calls using tools such as Postman and Swagger/OpenAPI, review API documentation and request/response data, and diagnose common authentication, connectivity, configuration, and data-related issues. Other Technical Skills : Working knowledge of FTP/SFTP, XML/XSLT, and PowerShell. Ability to read, modify, and troubleshoot XML and XSLT; use PowerShell for basic scripting, automation, and troubleshooting; configure, test, and troubleshoot FTP/SFTP-based file transfers; and read and understand application code for troubleshooting purposes, including .NET, JET, HTML, JavaScript, and other relevant languages or technologies. CORE COMPETENCIES Our team is built on strong core values that guide how we work and grow together. We prioritize clear and thoughtful communication, fostering open collaboration across diverse perspectives to achieve shared goals. We approach challenges with curiosity and critical thinking, seeking creative solutions while remaining adaptable in a fast-changing environment. We take accountability for our work and outcomes, holding ourselves to high standards of integrity and professionalism. Above all, we are committed to doing the right thing—treating others with respect, embracing continuous learning, and engaging inclusively across cultures and backgrounds. LEARN MORE - Company Website – Transforming Insurance with Duck Creek's SaaS Solutions - Life at Duck Creek – Life at Duck Creek - Duck Creek - Benefits & Rewards – Wellbeing & Rewards - Duck Creek LOCATION & WAYS OF WORKING Duck Creek is a flexible-first company, offering employees autonomy in how they manage their day-to-day work. As part of our Flying Together approach, we are thoughtfully increasing opportunities for in-person collaboration by focusing on hiring in designated locations. This role is aligned to a specific location, and you are expected to reside within reasonable proximity to that location. You will partner with your leader to participate in meaningful in-person moments that support team connection, collaboration, and business priorities. At the start of your employment, your work may be performed remotely, subject to business needs and company guidelines. As our Flying Together approach continues to evolve, you may be expected to transition to a hybrid work arrangement, including working from a designated office location on a schedule determined by your leader and organizational needs. The Company reserves the right to modify your work arrangement, including location expectations and in-person requirements, based on business needs, organizational policy, or regulatory considerations. WHAT WE STAND FOR Our global team values the unique perspectives each employee brings. Our success is driven by an inclusive culture where everyone can learn from one another, regardless of role or background. This collaborative approach helps us continuously improve our products, services, and systems. Duck Creek is committed to equal opportunity for all employees and applicants, with decisions based on skills, experience, and achievements—without regard to any protected status. We strive to lead by example in inclusion, diversity, and equity, creating an environment where employees can be their authentic selves. Our values guide us: We Prioritize Respect, We Listen, We Care, We Add Value, and We Lead. To learn more: AI STATEMENT To ensure an equitable and consistent process, candidates are expected to complete all interviews based on their own knowledge and experience. The use of AI tools during interviews is not permitted. NOTICE By submitting your application, you acknowledge that Duck Creek Technologies may collect and process your personal data – Refer Privacy Notice NOTICE Duck Creek Technologies does not accept agency resumes.