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