Helping careers take flight. Reshaping an industry. Enable your career to be Made on Duck Creek.     

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: Application Problem Manager 

WHAT YOU’LL DO:  

The Application Problem Manager is a key individual contributor within the SaaS Operations team at Duck Creek Technologies. This role defines, develops, and implements operational processes to proactively manage and resolve application problems across the SaaS platform. The role involves identifying recurring issues, analyzing root causes, and ensuring permanent resolutions are designed and embedded in operations. Working across functions, the Application Problem Manager supports service quality improvement by standardizing problem management practices, analyzing operational data, and translating findings into actionable insights. While this is not a people management role, it operates at a Manager level and engages cross-functional teams to drive operational excellence.  

• Define and document end-to-end problem management processes within the SaaS Operations environment.  

• Drive root cause analysis (RCA) for complex or recurring application issues; ensure permanent resolutions are implemented.  

• Collaborate with incident, change, and release management teams to align problem resolution with broader operational objectives.  

• Recommend and define process improvements, analytics, and reporting frameworks with minimal direction.  

• Lead problem review meetings and post-incident reviews to ensure closure and knowledge sharing.  

• Design, develop, and maintain dashboards and reports to track problem trends, KPIs, and SLAs using Power BI and SQL Server.  

• Act as liaison between operations, development, support, and external stakeholders to ensure timely problem resolution.  

• Develop mitigation plans and drive the creation of knowledge base articles to reduce recurrence of known errors.  

• Evaluate the effectiveness of problem management tools and make recommendations for enhancements.  

• Coach and guide junior team members in defining, documenting, and implementing improvements to problem management processes.  

• Communicate clearly with internal and external stakeholders, providing timely updates and summaries on problem status.  

• Ensure compliance with internal quality standards, security protocols, and regulatory requirements related to problem resolution.  

• Create and manage problem records and PTASKS within ServiceNow. 

• As needed augment and provide functional support to Change Management or Incident Management. 

WHAT YOU’VE DONE:    

• Bachelor’s or Masters Degree and/or equivalent experience relevant to functional area  

• 5+ years of applicable experience in software development, application support, or SaaS operations  

PREFERRED: 

• Experience with ServiceNow ITSM and reporting 

• ITIL V4 certifications 

• Problem Management Certifications 

• Experience with the Duck Creek platform strongly preferred  

• Familiarity with ITIL-based problem management practices  

• Experience working in a regulated SaaS or enterprise software environment 

KNOWLEDGE, SKILLS, ABILITIES & BEHAVIORS: 

• Strong expertise in business process redesign and operational improvement  

• Advanced proficiency with Microsoft Power BI and SQL Server  

• Working knowledge of Microsoft Azure and cloud-based architecture  

• Solid understanding of problem management, root cause analysis, and service operations  

• Ability to evaluate and resolve complex issues by analyzing a variety of factors  

• Meticulous attention to detail and strong documentation skills  

• Excellent written and verbal communication skills  

• Proactive mindset with the ability to work independently  

• Ability to work effectively in cross-functional teams and influence peers  

• Experience presenting technical data and recommendations to non-technical stakeholders  

• Ability to prioritize tasks and manage multiple workstreams concurrently  

• Knowledge of enterprise software systems and SaaS operational models  

• High level of initiative and ownership over assigned problem domains  

• Capacity to translate strategic objectives into operational processes  

• Commitment to continuous improvement and innovation in problem resolution 

WHAT ADDITIONAL INFORMATION YOU MAY WANT TO KNOW:    

Travel: 0-10% 

Location: Remote US 

Work Authorization: Legally authorized to work in the country of job location. The Company does not sponsor visa petitions for this position. 

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:

• 97,400 – 139,200: Candidates living in the Boston, New York City–Newark, Los Angeles, San Francisco/Bay Area, Seattle, or Washington, DC metropolitan areas
• 92,800 – 132,600: Candidates living in Chicago, Dallas–Fort Worth, Houston, Minneapolis, or Philadelphia metropolitan areas, or in Colorado, Connecticut, Maryland, Rhode Island, or Vermont
• 88,200 – 126,000: Candidates living in Georgia, Michigan, North Carolina, New Hampshire, Oregon, or Wisconsin
• 78,100 – 122,100: 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.

Duck Creek Technologies believes in the safe, ethical, and responsible use of artificial intelligence. We may use AI-assisted tools to support parts of the recruitment process, such as reviewing applications, identifying relevant skills, and organizing candidate information.

AI tools are used to assist—not replace—human judgment. All AI-assisted outputs are reviewed by a Duck Creek team member, and final hiring decisions are always made by people. Candidates should be comfortable working in environments where AI is used responsibly to enhance business processes.

Duck Creek Technologies offers a comprehensive benefits package, which includes:

• 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)

Benefits eligibility and offerings may vary based on role and location.

The application window for this position will remain open until the role is filled or a sufficient number of qualified candidates have been identified.

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.