Application Support Analyst II

Position Overview

What You’ll Do

• Provide first-line technical support for Duck Creek applications and resolve incidents.
• Investigate issues, identify root causes, implement resolutions, and escalate complex cases when needed.
• Manage ticket operations, reduce backlog, and improve service delivery.
• Document incidents and troubleshooting resolutions in knowledge bases.
• Collaborate with development and infrastructure teams on issues and new features.
• Maintain response-time and communication standards and participate in training.

Required Education and Experience

• Bachelor’s degree in Information Technology, Computer Science, or a related field is required.
• Two to five years of experience in application support, IT operations, or a similar technical support role is required.

Technical Competencies

• Working knowledge of SQL Server, including queries, database structures, stored procedures, replication, monitoring, and troubleshooting.