Application Support Analyst

This is a fully remote position, open to applicants in Canada.

📋 Description

• Provide technical support and troubleshooting for software applications developed by Duck Creek Technologies.

• Serve as the initial point of contact for technical support, addressing user inquiries, and resolving incidents.

• Monitor system health and application performance to maintain optimal uptime and efficiency.

• Analyze application issues, determine root causes, and implement effective resolutions.

• Elevate complex problems to senior team members or specialized departments as necessary.

• Assist in the deployment of application updates, patches, and system enhancements.

• Keep detailed records of incidents, troubleshooting procedures, and resolutions in support knowledge bases.

• Identify recurring problems and propose long-term solutions to enhance system performance.

• Conduct routine maintenance, monitor logs, perform system checks, and apply necessary patches.

• Utilize monitoring tools to track performance metrics and identify potential risks or bottlenecks.

• Collaborate with application development and infrastructure teams to address issues and implement new features.

• Comply with established service level agreements regarding response and resolution times.

• Engage in training and stay updated on system enhancements, application changes, and new functionalities.

⛳️ Requirements

• Bachelor’s degree in Information Technology, Computer Science, or a related discipline.

• 1-2 years of experience in application support, IT operations, or a comparable technical support position.

• Excellent problem-solving and troubleshooting capabilities.

• Familiarity with application monitoring tools and system health metrics.

• Strong written and verbal communication abilities.

• Understanding of IT environments, including basic networking, infrastructure, and cloud technologies.

• Knowledge of enterprise software release cycles and deployment processes.

• Understanding of incident, problem, and change management protocols.

• Strong organizational skills and keen attention to detail.

• Basic understanding of Agile and DevOps methodologies in relation to application support.

• Analytical skills to assess performance trends and propose enhancements.

• Legally authorized to work in the country where the job is located.

• Preferred: Experience with Duck Creek Technologies products or similar enterprise software.

• Preferred: Familiarity with IT service management frameworks such as ITIL.

• Preferred: Experience in the insurance technology sector or related industries.

🏝️ Benefits

• Flexible work environment.

• Employer-sponsored health, dental, and vision benefits.

• Life and disability insurance.

• Support for retirement savings, including an RRSP program with a 3% employer match.

• Paid statutory holidays, vacation, and other paid leaves in accordance with applicable provincial standards.

• Employee Assistance Program (EAP).

• Potential for annual bonus compensation, subject to plan terms and individual eligibility.

• Travel requirement: 10-25%.