Application Support Analyst

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.

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:

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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.