Application Support Analyst II

duckcreek; Mumbai; On-site; INR 600,000 - 900,000; Full time

Job summary

Duck Creek Technologies is seeking an Application Support Analyst II in Mumbai to provide first-line technical support for Duck Creek applications. The role emphasizes incident resolution, thorough documentation, and collaboration with development and infrastructure teams to drive service improvements.

You will handle daily tickets, investigate issues, and contribute to knowledge bases while maintaining professional communication with customers and internal teams.

Qualifications

• Bachelor's degree in Information Technology, Computer Science, or related field.
• 2-5 years of experience in application support, IT operations, or similar role.
• Preferred: Experience with Duck Creek Technologies products or similar enterprise software.
• Knowledge of IT service management frameworks such as ITIL.

Responsibilities

• Act as an individual contributor by maintaining active ticket ownership and ensuring closure.
• Provide first-line technical support for Duck Creek applications, responding to inquiries and resolving incidents.
• Investigate and troubleshoot application issues, identifying root causes and implementing resolutions.
• Support day-to-day ticket operations, reduce backlog, and improve service delivery.
• Escalate complex issues to specialized departments when necessary.
• Document incidents, troubleshooting steps, and resolutions for knowledge bases.
• Collaborate with internal teams to identify recurring issues and propose long-term solutions.
• Work with application development and infrastructure teams to resolve issues and implement new features.
• Maintain professional communication and timely responses to customers.

Skills

Problem solving

Troubleshooting

Documentation

Communication

Multi-tasking

Cloud technologies

Incident management

Education

Bachelor's degree in IT/CS

Tools

Duck Creek

ITIL

Job description

Application Support Analyst II

WHO WE ARE

Duck Creek Technologies is the intelligent solutions provider defining the future of the property and casualty (P&C) insurance industry. Our modern SaaS platform enables insurers to run agile, cloud-based operations and deliver better customer experiences.

Duck Creek is a flexible-first company, offering employees autonomy in how they manage their 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'll partner with your leader to participate in meaningful in-person moments that support team connection and collaboration.

ABOUT VISTA

Duck Creek Technologies is a portfolio company of Vista Equity Partners, a global investment firm that partners with mission-critical enterprise software and technology-enabled businesses to drive growth and operational excellence. As part of a Vista portfolio company, you'll work in an environment backed by deep expertise, long-term investment, and a strong commitment to building market-leading businesses and meaningful careers.

POSITION OVERVIEW

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.

WHAT YOU'LL DO

• 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.

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

WHAT YOU'VE DONE

Education and Work Experience:Bullet list describing the education & experience to perform the role, including any certifications.

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 escape 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.