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 enablingthe industryto capitalize on the power of the cloud to run agile intelligent and evergreen 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 1000 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 1700employees across the globe and are proud to be a Flexible-First employer. We empower our employees with the choiceto workfrom an office from homeor on a hybrid schedule. Our flexible-first environment fosters productivity inclusion collaboration and ensuresa consistentemployee experience regardless of location.

If working in a fast-paced rapidly evolving company that is transforming one of the worlds oldest and largest industries sounds exciting let us 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 and follow us on our social channels for the latest information LinkedInandTwitter.

TITLE:Global End User Support Analyst II

WHAT YOULL 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 YOUVE DONE:

Required Education and Experience

• Bachelors 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& leveragesthe 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 weoperateandcontinuouslyimproveour products services and 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 authenticselvesin the workplace and in the communities in which 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: let us know if youencounteraccessibility barriers with our web content by sending an email to.

Privacy Notice:Bysubmittingyour application you acknowledge that Duck Creek Technologies may collect and process your personal data for recruitment purposesin accordance withourPrivacy Noticeand applicable data protection laws.

Duck CreekTechnologies does not accept nor will we pay a fee for any hires resulting from unsolicitedheadhunteror agency resumes.