Global End User Support Analyst II

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 1,700 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: Global End User Support Analyst II

WHAT YOU’LL DO:  

The End User Support L1 Analyst II is responsible for providing frontline technical support to end users at Duck Creek Technologies. This role ensures the seamless operation of IT services by troubleshooting issues, documenting solutions, and collaborating with internal teams to resolve technical inquiries. The analyst applies company policies and procedures to address a variety of technical challenges and contributes to continuous service improvements. This is a non-managerial role that requires strong analytical skills, problem-solving capabilities, and effective communication with stakeholders.

• Provide first-level technical support to end users via phone, email, and chat.
• Troubleshoot software, hardware, and network issues, ensuring timely resolution.
• Document technical problems and resolutions in the ticketing system.
• Collaborate with IT and Security teams to escalate and resolve complex issues.
• Maintain and update knowledge base articles, user documentation, and FAQs.
• Monitor and track service desk metrics to assess performance against SLAs.
• Assist in the implementation and improvement of IT support processes and tools.
• Perform root cause analysis on recurring technical issues to prevent future occurrences.
• Support end-user device management, including provisioning, configuration, and troubleshooting.
• Conduct user training and onboarding sessions related to IT tools and best practices.
• Participate in IT projects involving system updates, rollouts, and process optimizations.
• Ensure compliance with IT policies, security guidelines, and best practices.
• Partner with Facilities Operations and the local managed office services provider to resolve Facilities and IT issues.
• Coordinate with Facilities, HR, and local leadership to support employee onboarding/offboarding, office access, and visitor technology needs.
• Use AI platforms, tools, and technologies to troubleshoot and resolve issues, and recommend or build self-service solutions for common user problems.

WHAT YOU’VE DONE:    

Required Education and Experience

• Bachelor’s degree in Information Technology, Computer Science, or a related field.
• 1-3 years of experience in a technical support or help desk role.
• Experience with ticketing systems and remote support tools.

 Preferred Education and Experience

• Certification in ITIL or a similar IT service management framework.
• Experience working in the software industry, particularly within SaaS environments.
• Exposure to Active Directory, Microsoft 365, and cloud-based enterprise applications.

Skills, Knowledge, Abilities, and Behaviors

• Strong analytical and problem-solving skills.
• Excellent verbal and written communication abilities.
• Proficient in troubleshooting software, hardware, and network issues.
• Familiarity with Windows and Mac operating systems.
• Ability to manage multiple priorities in a fast-paced environment.
• Strong customer service orientation with a focus on user satisfaction.
• Ability to work both independently and collaboratively within a team.
• High attention to detail and a methodical approach to issue resolution.
• Strong organizational skills, with the ability to document processes and solutions clearly.
• Knowledge of incident management processes and best practices.
• Ability to adapt quickly to new technologies and evolving IT environments.
• Experience using enterprise collaboration tools such as Teams, Slack, or Zoom.
• Knowledge of cybersecurity best practices related to end-user support.
• Ability to follow standard operating procedures and contribute to process improvements.
• Strong interpersonal skills for effective collaboration across departments.

Other Requirements:

• Travel: 10-25%

• Work Authorization: Legally authorized to work in the country of the job location.

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, color, 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 headhunter or agency resumes.