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POSITION SUMMARY
The Production Support Coordinator (PSC) executes the day-to-day administrative functions for the Production Support department. The PSC is responsible for the coordination and execution of production support sprint work - including the timely intake, triage, prioritization, communication, escalation, and resolution of production break/fix tickets affecting Policy, Billing, Claims, Broker Relations, and Operations.
The PSC also serves as the administrative point of contact among business stakeholders, internal technology teams, Duck Creek Technologies, and other vendor partners. The PSC will coordinate and lead sprint scrum meetings as directed by the Production Support Manager.
PRINCIPAL DUTIES & RESPONSIBILITIES
- Assist in executing the daily production support operation across Policy, Billing, Claims, Broker Relations, and Operations
- Collaborate with vendor partners to oversee ticket intake, validation, classification, prioritization, assignment, escalation, resolution, and closure
- Ensure priority and severity reflect business impact, customer impact, regulatory exposure, financial risk, and operational urgency
- Facilitate daily queue reviews and ensure aging, stalled, reopened, and high-impact tickets receive appropriate attention
- Enforce ADO standards for required fields, categorization, severity, business impact, ownership, status, notes, attachments, acceptance evidence, and closure codes
- Review and update dashboards and reports to provide a transparent view of ticket volume, backlog, aging, service levels, resolution time, reopen rate, recurring issues, and work by business area
EDUCATION AND EXPERIENCE
- Bachelor's degree in information technology, business, insurance, or a related field, or an equivalent combination of education and relevant experience
- 1 to 3 years of experience in application support, production support, service delivery, or insurance technology
- Experience supporting business-critical applications in a structured ticket-management environment
- Strong written and verbal communication skills, including the ability to communicate effectively with both business leaders and technical teams
- Experience supporting policy, billing, and claims processes within a property and casualty insurance carrier preferred
- Hands-on experience using Microsoft Azure DevOps Boards for ticket workflow, dashboards, queries, reporting, and backlog management
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