Production Support Coordinator

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

📋 Description

• Perform day-to-day administrative duties for the Production Support division.

• Coordinate and implement production support sprint activities, which include prompt intake, triage, prioritization, communication, escalation, and resolution of production break/fix tickets.

• Act as the administrative liaison among business stakeholders, internal technology teams, Duck Creek Technologies, and other vendor partners.

• Organize and lead sprint scrum meetings as instructed by the Production Support Manager.

• Assist in managing daily production support operations across Policy, Billing, Claims, Broker Relations, and Operations.

• Collaborate with vendor partners to manage ticket intake, validation, classification, prioritization, assignment, escalation, resolution, and closure.

• Ensure that priority and severity accurately reflect business impact, customer impact, regulatory exposure, financial risk, and operational urgency.

• Facilitate daily queue reviews, ensuring that aging, stalled, reopened, and high-impact tickets receive the necessary attention.

• Uphold ADO standards for required fields, categorization, severity, business impact, ownership, status, notes, attachments, acceptance evidence, and closure codes.

• Review and refresh dashboards and reports that detail ticket volume, backlog, aging, service levels, resolution time, reopen rate, recurring issues, and work by business area.

⛳️ Requirements

• Bachelor's degree in information technology, business, insurance, or a related field, or an equivalent combination of education and relevant experience.

• 1 to 3 years of experience in application support, production support, service delivery, or insurance technology.

• Experience in supporting business-critical applications in a structured ticket-management environment.

• Excellent written and verbal communication skills, with the ability to effectively convey information to both business leaders and technical teams.

• Preferred experience in supporting policy, billing, and claims processes within a property and casualty insurance carrier.

• Practical experience utilizing Microsoft Azure DevOps Boards for ticket workflow, dashboards, queries, reporting, and backlog management.

🏝️ Benefits

• Comprehensive health and wellness benefits.

• Opportunities for professional development and advancement.

• Flexible work arrangements to promote work-life balance.