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, 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
    

Other Requirements:

• Travel: 10-25%
• Work Authorization: Legally authorized to work in the country of the job location.

WHAT WE STAND FOR:

Our global company celebrates & leverages the differences each employee brings to the table. Our success is a direct result of an inclusive culture where opportunities to learn from one another occur regardless of title, seniority, or background. This collaborative and team-oriented approach is at the core of how we operate and continuously improve our products, services, and systems. As such, Duck Creek is committed to providing equal opportunity to all employees and applicants – to recruit, hire, train, and reward employees for their individual abilities, achievements, and experience without regard to race, color, gender, religion, sexual orientation, age, national origin, disability, marital, military, or any other protected status.

We strive to be an example to the world of inclusion, diversity, and equity in all things – where employees are free to be their authentic selves in the workplace and in the communities in which we live. We believe in leading by example and are proud of the diversity of our team and our shared commitment to our Core Values: We Prioritize Respect; We Listen; We Care; We Add Value; and We Lead.

To learn more about our inclusive company culture, values, DE&I initiatives, and people, please visit: https://www.duckcreek.com/life-at-duck-creek/.

Please let us know if you encounter accessibility barriers with our web content by sending an email to [email protected].

Privacy Notice: By submitting your application, you acknowledge that Duck Creek Technologies may collect and process your personal data for recruitment purposes in accordance with our Privacy Notice and applicable data protection laws.

Duck Creek Technologies does not accept, nor will we pay a fee for any hires resulting from unsolicited headhunter or agency resumes.

#LI-Remote

#LI-HT1

uck Creek Technologies supports a Flex First work environment and employs team members across Canada. To support transparency and consistency, we maintain defined compensation ranges based on validated market data, internal equity, and regional considerations.

The expected salary range for this position is between $53,600 and $76,500 CAD, which reflects a good-faith estimate of the compensation range Duck Creek Technologies would expect to pay for this role at the time of posting.

Actual compensation is determined based on a variety of factors, including job-related skills, experience, qualifications, internal equity, and geographic location, in accordance with applicable provincial laws.

This position may also be eligible for annual bonus compensation, subject to plan terms and individual eligibility.

Duck Creek Technologies is committed to pay transparency and complies with applicable provincial pay transparency requirements.

Duck Creek Technologies believes in the safe, ethical, and responsible use of artificial intelligence. We may use AI-assisted tools to support parts of the recruitment process, such as reviewing applications, identifying relevant skills, and organizing candidate information.

AI tools are used to assist—not replace—human judgment. All AI-assisted outputs are reviewed by a Duck Creek team member, and final hiring decisions are always made by people. Candidates should be comfortable working in environments where AI is used responsibly to enhance business processes.

Duck Creek Technologies offers a comprehensive benefits package for Canadian employees, which includes:

• Flexible work environment
• Employer-sponsored health, dental, and vision benefits
• Life and disability insurance
• Retirement savings support, including an RRSP program (3% employer match)
• Paid statutory holidays, vacation, and other paid leaves in accordance with applicable provincial standards
• Employee Assistance Program (EAP)

Benefit eligibility and specific offerings may vary based on role, location, and applicable provincial requirements.

The application window for this position will remain open until the role is filled or a sufficient number of qualified candidates have been identified.