Application Support Administrator – Remote Full Time

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 Administrator

What You’ll Do

The Application Support Administrator is responsible for providing a successful and efficient support journey to all Duck Creek customers. The Analyst acts as the primary point of contact, facilitates the intake, qualification, resolution, and routing of all external and internal support cases

• Responds to cases submitted by customers via the customer portal. Performs case qualification, ensures that all necessary information is present, and the appropriate severity is determined.
• Provides First Point of Resolution when applicable relying on Knowledge Base articles containing Known Issues and Related Case records.
• Based on the available information routes the case to the appropriate group for resolution.
• Assumes accountability to the requestor of the case for its entire life cycle. Responds to questions, escalations, and update requests as necessary.
• Ensures that incident response SLOs are met and customer communication is consistent, clear and comprehensive.
• Recommends and implements performance improvements to meet SLA’s and increase overall efficiency.
• Perform all other duties and activities as required.
• Act in accordance with and as a good steward of Duck Creek Technologies mission, vision, and core values:
• Mission: To empower insurers to reimagine the future of insurance
• Vision: To transform insurance technology, helping insurers be smarter, faster, and more efficient, and ultimately provide the best protection for people and businesses
• Values: We Prioritize Respect, We Listen, We Care, We Add Value, and We Lead

Competencies

• Core Employee:
• Communication: Effective communication, both verbal and written; includes ability to express ideas clearly, listen actively, and collaborate with colleagues and clients.
• Collaboration: Work effectively in teams, build positive relationships, and contribute to achieving common goals ; includes the ability to recognize and incorporate a broad range of diverse perspectives
• Problem Solving: Can analyze complex situations, identify problems, ask important questions, and generate creative solutions; involves critical thinking, adaptability, and the ability to make informed decisions .
• Accountability: Willingness to accept responsibility for your actions and work ; ability to set and achieve meaningful outcomes for oneself
• Adaptability: Can adapt to change, embrace new technologies, and learn quickly; embracing a growth mindset, being flexible and open to different approaches is highly valued
• Integrity: Conducts themselves with integrity and professionalism, understands and models our core values, and is obsessed with doing the right thing; incorporates this mindset in how they behave, in the products or services they provide, and how they treat others
• Cultural Agility: Ability to effectively and comfortably adapt to different cultural contexts. It involves the capacity to understand, communicate, and interact with people from diverse cultural backgrounds in a respectful and inclusive manner.

What You’ve Done

• Bachelor’s degree, or foreign equivalent, in Software/Computer Engineering, Computer Science, Communications, Business Administration or related degree
• Work Experience: Minimum 1 year
• Customer Management Experience: Minimum 1 year

Knowledge, Skills, Abilities & Behaviors

• Awareness of:
• ServiceNow or other ITSM systems
• Reporting and analyzing data
• Knowledge of:
• The Duck Creek solution
• Reporting tools for issue tracking systems
• Strong communication & collaboration skills
• Complex problem-solving skills
• Effective negotiation skills
• Escalation mitigation skills
• Time & Priority management skills
• Ability to facilitate client meetings with effective outcomes
• Ability to create trusted relationships
• Ability to provide critical timeline reporting for leadership
• Understanding the Duck Creek release process
• Understanding of the Duck Creek product licensing site and execution per contracts

What Additional Information You May Want To Know

• Travel: [X] 0-10% [] 11-25% [] 26-50% [] 51-75% [] 76-100%
• Special Hours:
• Work Authorization: Must be legally authorized to work in the country of the job location
• Physical Requirements: [X] Sedentary Work [] Light Work
• Sedentary work: Exerting up to 10 pounds of force occasionally and/or negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects, including the human body. Sedentary work involves sitting most of the time. Jobs are sedentary if walking and standing are required only occasionally and all other sedentary criteria are met.
• Light Work: Exerting up to 20 pounds of force occasionally, and/or up to 10 pounds of force frequently, and/or a negligible amount of force constantly to move objects. If the use of arm and/or leg controls requires exertion of forces greater than that for sedentary work and the worker sits most of the time, the job is rated for light work

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, colour, 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 accessibility@duckcreek.com.

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 head-hunter or agency resumes. 

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