Associate Manager Application Support - Remote
for section headings like About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule. We need to map content accordingly.
We need to include sections only when posting has real specific content. So we need sections: About the role (maybe from WHO WE ARE and description of role?), Responsibilities (Job Functions & Responsibilities), Requirements (Required education/experience), Qualifications (Preferred experience?), Skills (Knowledge, Skills, Abilities & Behaviors), Benefits (benefits package), Pay (salary range), Schedule (maybe flexible work environment? Travel 10%? Work location options). Also maybe Work Environment & Other Requirements could go under Schedule? But schedule heading is for schedule info; we have flexible work environment, travel 10%, work locations. Could put under Schedule.
We must not include boilerplate like EEO, legal, accessibility, privacy notice, AI, etc. Also remove duplicated lines.
We must preserve all substantive information; do not invent or summarize away detail. So we need to keep details like bullet points.
We need to use - for any list of duties/requirements/benefits, and
for prose.
We need to avoid headings with filler like "commensurate with experience". Not present.
We need to output only HTML fragment.
Let's extract content.
WHO WE ARE: description about Duck Creek. That's about the company, could be "About the role"? Actually "About the role" maybe about the position, but we have no explicit "About the role" section. However we could treat WHO WE ARE as "About the company". But instruction: use
for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule). So we can use About the role to include description of role and maybe company overview. We'll include the WHO WE ARE paragraph plus maybe the "What You’ll Do" intro? Actually "What You’ll Do" is a heading but we should not repeat job title as heading; we can use Responsibilities for that.
Thus:
About the role
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.
But we need to avoid duplication: The "What You’ll Do" section includes a paragraph about role responsibilities. We'll move that to Responsibilities.
Responsibilities: Use Responsibilities
then - items from "Job Functions & Responsibilities". Also include the introductory paragraph "The Application Support Associate Manager is responsible for providing advanced technical support and overseeing the resolution of complex incidents related to Duck Creek Technologies’ software applications. This Associate Manager-level role operates above a Senior Analyst but below a Manager, focusing on monitoring application performance, ensuring uptime, and coordinating with internal teams to troubleshoot and resolve technical issues. This role plays a vital part in maintaining seamless application functionality across the business." That's prose; could be
then list.
Thus:
Responsibilities
The Application Support Associate Manager is responsible for providing advanced technical support and overseeing the resolution of complex incidents related to Duck Creek Technologies’ software applications. This Associate Manager-level role operates above a Senior Analyst but below a Manager, focusing on monitoring application performance, ensuring uptime, and coordinating with internal teams to troubleshoot and resolve technical issues. This role plays a vital part in maintaining seamless application functionality across the business.
- Provide advanced technical support for Duck Creek applications, troubleshooting incidents and resolving complex technical issues.
- Monitor application performance and system health to ensure continuous availability and identify potential disruptions before they impact business operations.
- Collaborate with development, infrastructure, and QA teams to resolve escalated technical issues.
- Lead root cause analysis for critical incidents, documenting findings and implementing solutions to prevent future issues.
- Coordinate application updates, patches, and releases, ensuring successful deployment with minimal disruption.
- Maintain incident logs, reports, and documentation on resolution steps to build a knowledge base.
- Analyze and assess support requests to identify trends and recurring issues, recommending improvements to support processes.
- Utilize performance monitoring tools to track application uptime and performance, implementing necessary changes to enhance stability.
- Ensure adherence to SLAs by tracking and managing response times, resolution timelines, and incident handling.
- Support cross-functional teams during application testing phases, providing insights on potential issues and operational impact.
- Develop and maintain detailed technical documentation and operational support guides.
- Stay current with the latest updates and functionalities within Duck Creek applications to provide effective support.
Requirements: Use Requirements
for required education/experience: "WHAT YOU’VE DONE: Required Bachelor’s degree in Information Technology, Computer Science, or a related field. 3+ years of experience in application support, IT operations, or technical troubleshooting roles."
Thus:
Requirements
Bachelor’s degree in Information Technology, Computer Science, or a related field. 3+ years of experience in application support, IT operations, or technical troubleshooting roles.
Qualifications: Use Qualifications
for preferred experience: "Preferred Experience with Duck Creek Technologies products or similar enterprise software solutions. Knowledge of IT service management frameworks, such as ITIL. Experience in the insurance technology sector or other related industries."
Thus:
Qualifications
Preferred experience with Duck Creek Technologies products or similar enterprise software solutions. Knowledge of IT service management frameworks, such as ITIL. Experience in the insurance technology sector or other related industries.
Skills: Use Skills
for Knowledge, Skills, Abilities & Behaviors list.
Thus:
Skills
- Strong troubleshooting skills, with an ability to resolve complex technical issues efficiently.
- Knowledge of incident and problem management practices.
- Proficiency in using application performance monitoring tools.
- Strong understanding of IT environments, including networking, infrastructure, and cloud technologies.
- Ability to communicate effectively with technical and non-technical teams to resolve application issues.
- Strong documentation and report-writing skills for recording incidents and resolutions.
- Ability to handle multiple tasks and priorities in a fast-paced environment.
- Familiarity with enterprise software release cycles and deployment processes.
- Understanding of Agile and DevOps methodologies as they relate to application support.
- Customer service mindset, with a commitment to resolving issues promptly and efficiently.
- Ability to escalate issues appropriately while ensuring proper resolution paths are followed.
- Strong organizational skills, with attention to detail in tracking incidents and following through on resolutions.
- Ability to collaborate effectively across departments, including product, infrastructure, and QA teams.
- Adaptability to new technologies and ability to stay updated on system changes and improvements.
- Analytical mindset, with an ability to assess incident trends and recommend long-term solutions.
Benefits: Use Benefits
for benefits package.
Thus:
Benefits
- Flexible work environment
- Medical, dental, vision, life, and disability insurance
- 401(k) retirement plan with match (6% employer match up to $12,000 annually)
- Flexible Spending Accounts (FSA) and Health Savings Accounts (HSA)
- Paid holidays, vacation, and volunteer time
- Employee Assistance Program (EAP)
Pay: Use Pay
for salary range.
We have salary ranges based on location. Need to preserve all substantive information. So we need to include the ranges as described.
Thus:
Pay
Actual compensation for this role is determined based on a variety of factors, including job-related skills, experience, qualifications, internal equity, and geographic location, where permitted by law. For reference, the expected salary range for this position is generally positioned as follows based on candidate location:
- 97,500 – 139,300: Candidates living in the Boston, New York City–Newark, Los Angeles, San Francisco/Bay Area, Seattle, or Washington, DC metropolitan areas
- 93,000 – 132,800: Candidates living in Chicago, Dallas–Fort Worth, Houston, Minneapolis, or Philadelphia metropolitan areas, or in Colorado, Connecticut, Maryland, Rhode Island, or Vermont
- 88,300 – 126,000: Candidates living in Georgia, Michigan, North Carolina, New Hampshire, Oregon, or Wisconsin
- 78,200 – 122,300: For all other U.S. locations
This position is also eligible for annual bonus compensation, subject to plan terms and individual eligibility. Final compensation will be determined based on the factors outlined above and in accordance with applicable law.
Schedule: Use Schedule
for flexible work environment, travel 10%, work location options.
Thus:
Schedule
Work Location: Boston, MA OR Columbia, SC OR Bolivar, MO. Travel: 10%. Flexible work environment: option to work from an office, from home, or on a hybrid schedule.
We should also include maybe "Work Authorization: Must be legally authorized to work in the country of the job location". That's also substantive; could be included under Schedule or maybe a separate note. But we can include under Schedule as well.
Thus add: "Work Authorization: Must be legally authorized to work in the country of the job location."
Now
for prose. We need to avoid headings with filler like "commensurate with experience". Not present. We need to output only HTML fragment. Let's extract content. WHO WE ARE: description about Duck Creek. That's about the company, could be "About the role"? Actually "About the role" maybe about the position, but we have no explicit "About the role" section. However we could treat WHO WE ARE as "About the company". But instruction: use
for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule). So we can use About the role to include description of role and maybe company overview. We'll include the WHO WE ARE paragraph plus maybe the "What You’ll Do" intro? Actually "What You’ll Do" is a heading but we should not repeat job title as heading; we can use Responsibilities for that.
Thus:
About the role
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.
But we need to avoid duplication: The "What You’ll Do" section includes a paragraph about role responsibilities. We'll move that to Responsibilities. Responsibilities: UseResponsibilities
then- items from "Job Functions & Responsibilities". Also include the introductory paragraph "The Application Support Associate Manager is responsible for providing advanced technical support and overseeing the resolution of complex incidents related to Duck Creek Technologies’ software applications. This Associate Manager-level role operates above a Senior Analyst but below a Manager, focusing on monitoring application performance, ensuring uptime, and coordinating with internal teams to troubleshoot and resolve technical issues. This role plays a vital part in maintaining seamless application functionality across the business." That's prose; could be
then list. Thus:
Responsibilities
The Application Support Associate Manager is responsible for providing advanced technical support and overseeing the resolution of complex incidents related to Duck Creek Technologies’ software applications. This Associate Manager-level role operates above a Senior Analyst but below a Manager, focusing on monitoring application performance, ensuring uptime, and coordinating with internal teams to troubleshoot and resolve technical issues. This role plays a vital part in maintaining seamless application functionality across the business.
- Provide advanced technical support for Duck Creek applications, troubleshooting incidents and resolving complex technical issues.
- Monitor application performance and system health to ensure continuous availability and identify potential disruptions before they impact business operations.
- Collaborate with development, infrastructure, and QA teams to resolve escalated technical issues.
- Lead root cause analysis for critical incidents, documenting findings and implementing solutions to prevent future issues.
- Coordinate application updates, patches, and releases, ensuring successful deployment with minimal disruption.
- Maintain incident logs, reports, and documentation on resolution steps to build a knowledge base.
- Analyze and assess support requests to identify trends and recurring issues, recommending improvements to support processes.
- Utilize performance monitoring tools to track application uptime and performance, implementing necessary changes to enhance stability.
- Ensure adherence to SLAs by tracking and managing response times, resolution timelines, and incident handling.
- Support cross-functional teams during application testing phases, providing insights on potential issues and operational impact.
- Develop and maintain detailed technical documentation and operational support guides.
- Stay current with the latest updates and functionalities within Duck Creek applications to provide effective support.
Requirements
for required education/experience: "WHAT YOU’VE DONE: Required Bachelor’s degree in Information Technology, Computer Science, or a related field. 3+ years of experience in application support, IT operations, or technical troubleshooting roles." Thus:Requirements
Bachelor’s degree in Information Technology, Computer Science, or a related field. 3+ years of experience in application support, IT operations, or technical troubleshooting roles.
Qualifications: UseQualifications
for preferred experience: "Preferred Experience with Duck Creek Technologies products or similar enterprise software solutions. Knowledge of IT service management frameworks, such as ITIL. Experience in the insurance technology sector or other related industries." Thus:Qualifications
Preferred experience with Duck Creek Technologies products or similar enterprise software solutions. Knowledge of IT service management frameworks, such as ITIL. Experience in the insurance technology sector or other related industries.
Skills: UseSkills
for Knowledge, Skills, Abilities & Behaviors list. Thus:Skills
- Strong troubleshooting skills, with an ability to resolve complex technical issues efficiently.
- Knowledge of incident and problem management practices.
- Proficiency in using application performance monitoring tools.
- Strong understanding of IT environments, including networking, infrastructure, and cloud technologies.
- Ability to communicate effectively with technical and non-technical teams to resolve application issues.
- Strong documentation and report-writing skills for recording incidents and resolutions.
- Ability to handle multiple tasks and priorities in a fast-paced environment.
- Familiarity with enterprise software release cycles and deployment processes.
- Understanding of Agile and DevOps methodologies as they relate to application support.
- Customer service mindset, with a commitment to resolving issues promptly and efficiently.
- Ability to escalate issues appropriately while ensuring proper resolution paths are followed.
- Strong organizational skills, with attention to detail in tracking incidents and following through on resolutions.
- Ability to collaborate effectively across departments, including product, infrastructure, and QA teams.
- Adaptability to new technologies and ability to stay updated on system changes and improvements.
- Analytical mindset, with an ability to assess incident trends and recommend long-term solutions.
Benefits
for benefits package. Thus:Benefits
- Flexible work environment
- Medical, dental, vision, life, and disability insurance
- 401(k) retirement plan with match (6% employer match up to $12,000 annually)
- Flexible Spending Accounts (FSA) and Health Savings Accounts (HSA)
- Paid holidays, vacation, and volunteer time
- Employee Assistance Program (EAP)
Pay
for salary range. We have salary ranges based on location. Need to preserve all substantive information. So we need to include the ranges as described. Thus:Pay
Actual compensation for this role is determined based on a variety of factors, including job-related skills, experience, qualifications, internal equity, and geographic location, where permitted by law. For reference, the expected salary range for this position is generally positioned as follows based on candidate location:
- 97,500 – 139,300: Candidates living in the Boston, New York City–Newark, Los Angeles, San Francisco/Bay Area, Seattle, or Washington, DC metropolitan areas
- 93,000 – 132,800: Candidates living in Chicago, Dallas–Fort Worth, Houston, Minneapolis, or Philadelphia metropolitan areas, or in Colorado, Connecticut, Maryland, Rhode Island, or Vermont
- 88,300 – 126,000: Candidates living in Georgia, Michigan, North Carolina, New Hampshire, Oregon, or Wisconsin
- 78,200 – 122,300: For all other U.S. locations
This position is also eligible for annual bonus compensation, subject to plan terms and individual eligibility. Final compensation will be determined based on the factors outlined above and in accordance with applicable law.
Schedule: UseSchedule
for flexible work environment, travel 10%, work location options. Thus:Schedule
Work Location: Boston, MA OR Columbia, SC OR Bolivar, MO. Travel: 10%. Flexible work environment: option to work from an office, from home, or on a hybrid schedule.
We should also include maybe "Work Authorization: Must be legally authorized to work in the country of the job location". That's also substantive; could be included under Schedule or maybe a separate note. But we can include under Schedule as well. Thus add: "Work Authorization: Must be legally authorized to work in the country of the job location." Now