Duck Creek Technologies is seeking a Support Engineer functioning as a Problem Coordinator in its Infrastructure Engineering & Cloud Operations to drive problem resolution efforts through root cause analysis and problem remediation to improve the availability of critical systems. You will leverage and grow your experience around driving quality by minimizing the impact of errors across a SaaS customer base. This will be achieved by fostering the prevention of recurring incidents caused by problems and managing the lifecycle of preventative tasks, ensuring the most critical are prioritized and implemented. You will collaborate with the Problem Manager to support critical success factors, establishing comprehensive performance measures and identifying improvement objectives. You’ll need to be innovative and adaptable and be able to lean into the details while keeping the big picture in sight. Whatever the challenge, you’ll always be looking for ways we can do things better.
To be successful in this role, you will need to be highly inquisitive and understand how the Duck Creek Products and Infrastructure are positioned. This role requires an individual who understands how operational service management processes can be paired with a passion to problem solving. The successful candidate in this role will work closely with various technical teams to highlight solutions to technical problems and having them implemented for improved customer stability.
ESSENTIAL JOB FUNCTIONS/RESPONSIBILITIES
Support ITIL advancements and the execution of Problem Management within our SaaS Operations organization
Partner with key stakeholders to drive problem identification, brainstorming and root cause analysis – ensuring the most important are prioritized, improved and refined
Assist with developing actionable problem improvement plans and project manage them to completion
Support the writing of Root Cause Analysis (RCA) documents with relevant information that is well crafted with preventative action tasks while meeting delivery service levels
Support the follow-up of RCA Preventative Actions across domain teams to ensure they are progressing across backlogs with appropriate monitoring and reporting
Analyze the architecture of existing systems and leverage key data and SLA’s to suggest improvements and optimizations to the quality of these systems to prevent problems from occurring.
Develop and manage strong partnerships with all teams to guide efforts during the Problem Management phases of the service management lifecycle
Develop process plans and engagement strategies for implementing key improvements.
Contribute to Knowledge Management advancements where problem cases are referenceable as Knowledge Articles or within a Known Error Database (KEB)
Inform daily operations by monitoring and analyzing incident data, including running Post Incident Reviews, collecting accurate incident data, assigning actions and managing action follow up
Consistently pursue and promote continued process innovation to realize the cultural shift required to enable our organization to achieve, sustain and advance process effectiveness and efficiencies
Train and mentor new staff and cross-domain teams on key problem management processes
Education and Work Experience:
Bachelor’s degree in Computer Science, Computer Information Sciences or related degree; related work experience can be substituted for educational requirement
Work Experience: 5+ years
Specialized Knowledge, Skills, and/or Abilities:
ITIL / ITSM process knowledge or understanding of Six Sigma principles
Have an intermediate to strong understanding of incident, change and problem management processes and requirements
Excellent oral and written communication skills and the ability to translate between technical and business teams to drive continuous improvement
Problem or Incident Coordination or equivalent IT project / service management capabilities
Knowledge Management capabilities and practice orientation with Knowledge Bases, Knowledge Articles, and Known Error Databases (KEDB)
Technical Operations Project Management / Service Management / Six Sigma
Ability to operate independently with minimal guidance
After hours call service availability in support of Critical Incident Management
Salesforce, ServiceNow or comparable ITSM Case Management organization and workflow orchestration (including familiarity or usage of Azure Dev Ops)
Duck Creek Product familiarity or knowledge
Insurance industry domain knowledge
TeamTrack Workflow and submission
Special Work Hours: After-hours coordination for emergencies, Severity 1 engagements, and with critical customer / business events
Work Authorization: Legally authorized to work in the country of the job location.
Physical: Exerting up to 20 pounds of force occasionally, and/or up to 10 pounds of force frequently, and/or a negligible amount of force constantly to move objects. If the use of arm and/or leg controls requires exertion of forces greater than that for sedentary work and the worker sits most of the time, the job is rated for light work