About the role

Application Support Analyst troubleshooting Duck Creek’s insurance software applications. Monitoring performance, resolving incidents, and supporting updates for Canadian employees.

Responsibilities

Deliver technical support and troubleshooting for Duck Creek Technologies' software applications
Provide first-line technical support, respond to user inquiries, and resolve incidents
Monitor application performance and system health to ensure optimal uptime and performance
Investigate application issues, identify root causes, and implement resolutions
Escalate complex issues to senior team members or specialized departments
Assist with deploying application updates, patches, and system enhancements
Document incidents, troubleshooting steps, and resolutions in support knowledge bases
Identify recurring issues and recommend long-term solutions to improve system performance
Perform routine maintenance, monitor logs, conduct system checks, and apply patches
Use monitoring tools to track performance metrics and identify risks or bottlenecks
Collaborate with application development and infrastructure teams to resolve issues and implement new features
Adhere to established service level agreements for response and resolution times
Participate in training and stay current on system updates, application changes, and new functionalities

Bachelor’s degree in Information Technology, Computer Science, or a related field
1-2 years of experience in application support, IT operations, or a similar technical support role
Strong problem-solving and troubleshooting skills
Knowledge of application monitoring tools and system health metrics
Strong written and verbal communication skills
Understanding of IT environments, including basic networking, infrastructure, and cloud technologies
Familiarity with enterprise software release cycles and deployment processes
Knowledge of incident, problem, and change management processes
Strong organizational skills and attention to detail
Basic knowledge of Agile and DevOps methodologies as they relate to application support
Analytical skills to evaluate performance trends and suggest improvements
Legally authorized to work in the country of the job location
Preferred: Experience with Duck Creek Technologies products or similar enterprise software
Preferred: Knowledge of IT service management frameworks such as ITIL
Preferred: Experience in the insurance technology sector or related industries

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)
Annual bonus compensation may be available, subject to plan terms and individual eligibility
Travel: 10-25%