Application Support Analyst II

Bullet list describing the education & experience to perform the role, including any certifications.

• 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.

• 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.

• 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.

• 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.

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.

• 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

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.

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: https://www.duckcreek.com/life-at-duck-creek/

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.

By submitting your application, you acknowledge that Duck Creek Technologies may collect and process your personal data – Refer Privacy Notice

Duck Creek Technologies does not accept agency resumes.