Senior Analyst Application Support

TITLE

Senior Analyst - Application Support

WHO WE ARE

Duck Creek Technologies is the intelligent solutions provider defining the future of the property and casualty (P&C) insurance industry. Our modern SaaS platform enables insurers to run agile cloud-based operations and deliver better customer experiences.
Duck Creek is a flexible-first company offering employees autonomy in how they manage their work. As part of our Flying Together approach we are thoughtfully increasing opportunities for in-person collaboration by focusing on hiring in designated locations. This role is aligned to a specific location and youll partner with your leader to participate in meaningful in-person moments that support team connection and collaboration.

ABOUT VISTA

Duck Creek Technologies is a portfolio company of Vista Equity Partners a global investment firm that partners with mission-critical enterprise software and technology-enabled businesses to drive growth and operational excellence. As part of a Vista portfolio company youll work in an environment backed by deep expertise long-term investment and a strong commitment to building market-leading businesses and meaningful careers.

POSITION OVERVIEW

As a Senior Business Analyst within the Application Support team you will serve as the functional subject matter expert for Duck Creek Reinsurance (DCR). You will own the end-to-end analysis and resolution of complex client issues translate reinsurance business needs into effective application solutions and drive continuous improvement in service quality and product performance. Working closely with clients functional consultants Product Engineering and Cloud Operations you will act as a trusted advisor support releases and change initiatives mentor less-experienced analysts and help ensure strong customer outcomes.

WHAT YOULL DO

• Provide expert-level functional support for DCR and own complex client issues end-to-end serving as the primary functional escalation point. Lead impact assessment prioritization investigation stakeholder communication root-cause analysis corrective actions resolution validation and closure.
• Elicit and analyze client requirements and translate them into functional specifications configuration recommendations defect reports or enhancement requests aligned withreinsurancebusinessobjectives.
• Coordinate with Product Engineering Cloud Operations functional consultants and external partners to resolve issues manage risk and ensuretimelyfollow-through.
• Lead or support functional configuration test planning and execution release readiness deployment validation and post-release stabilization for DCR updates patches and enhancements.
• Monitor incident trends case aging service-level performance and application health indicators; implement improvements that strengthen reliability support efficiency and the client experience.
• Develop andmaintainfunctional guides troubleshooting procedures known-error records and knowledge articles; lead problem-management reviews for recurring or high-impact issues.
• Build strong client relationships and serve as a trusted advisor by clearly communicating impacts risks options and recommendations to technical and non-technical stakeholders. Lead regular client follow-up meetings to provide assistance review backlog priorities and deliver timely updates throughout the full lifecycle of client-reported issues and tickets.
• Coach and mentor less-experienced analysts review complex cases and promote consistent support standards and share knowledge across the team.
• Maintain currentexpertisein DCR functionality reinsurance industry practices IT service management and emerging support technologies.
• Perform all other duties and activities asrequired.
• Actin accordance withand as a good steward of Duck Creek Technologies mission vision and core values:
• Mission: To empower insurers/ Reinsurance to reimagine the future of insurance
• Vision: To transform insurance technology helping insurers be smarter faster and more efficient andultimately providethe best protection for people and businesses
• Values: We Prioritize Respect We Listen We Care We Add Value and We Lead

WHAT YOUVE DONE

Education and Work Experience:

• Bachelors degree in Information Technology Computer Science Business Insurance or a related field with an analytical focus; equivalent relevant experience may be considered
• 3 years of progressively responsible experience in application support business analysis enterprise software or insurance technology withdemonstratedsuccess owning complex client issues
• Demonstrated experience leading cross-functional investigation and resolution of production support issues and communicating with client stakeholders
• Working knowledge of reinsurance business processes and enterprise application support practices
• Experience applying incidents problems change and release management practices in a production environment

PREFERRED:

• Hands-on experience with Duck Creek Reinsurance (DCR) or a similar reinsurance administration platform.
• Working knowledge of SQL application logs monitoring tools and service management or case-management platforms
• ITIL certification or practical experience with ITIL-based service management.
• Experience with Agile or Scrum methodologies in application support and product environments

Skills Knowledge Abilities and Behaviors

• Advanced functional analysis and troubleshooting skills with the ability to resolve complex application and business-process issues independently
• Strong knowledge of DCR functionality configuration concepts and reinsurance workflows or the ability to rapidly build deep productexpertise
• Proven end-to-end case ownership prioritization judgment and accountability in high-impact client situations
• Strongrequirementselicitation process analysis and functional documentation skills with the ability to translate business needs into actionable solutions
• Ability to interpret system behavior configuration logs data and performance metrics to support root-cause analysis and informed decision-making
• Strong knowledge of incident problem change and release management practices
• Experience with enterprise software testing user acceptance testing release cycles deployment validation and post-release support
• Ability to influence and coordinate cross-functional teams without direct authority and drive issues totimelyresolution
• Excellent written verbal and presentation skills with the ability to tailor communication for technical non-technical client and executive stakeholders
• Trusted-advisor mindset with the ability to manage expectations explain risk and recommend practical solutions
• Ability to mentor analysts review case qualityfacilitateknowledge transfer and strengthen team capability
• Strategic and continuous-improvement mindset; ability to use trends and service metrics toidentifyopportunities and implement improvements
• Strong organization resilience and attention to detail with the ability to manage multiple priorities and critical incidents in a fast-paced environment
• Proficiencywith support tools case-management systems application monitoring platforms and knowledge-management practices
• Strong commitment to continuous learning and staying current on DCR functionality reinsurance developments and application support best practices

CORE COMPETENCIES

Our team is built on strong core values that guide how we work and grow together. We prioritize clear and thoughtful communication fostering open collaboration across diverse perspectives to achieve shared goals. We approach challenges with curiosity and critical thinking seeking creative solutions while remaining adaptable in a fast-changing environment. We take accountability for our work and outcomes holding ourselves to high standards of integrity and professionalism. Above all we are committed to doing the right thingtreating others with respect embracing continuous learning and engaging inclusively across cultures and backgrounds.

LEARN MORE

- Company Website Transforming Insurance with Duck Creeks SaaS Solutions
- Life at Duck Creek Life at Duck Creek - Duck Creek
- Benefits & Rewards Wellbeing & Rewards - Duck Creek

LOCATION & WAYS OF WORKING

Duck Creek is a flexible-first company offering employees autonomy in how they manage their day-to-day work. As part of our Flying Together approach we are thoughtfully increasing opportunities for in-person collaboration by focusing on hiring in designated locations.

This role is aligned to a specific location and you are expected to reside within reasonable proximity to that location. You will partner with your leader to participate in meaningful in-person moments that support team connection collaboration and business priorities.

At the start of your employment your work may be performed remotely subject to business needs and company guidelines. As our Flying Together approach continues to evolve you may be expected to transition to a hybrid work arrangement including working from a designated office location on a schedule determined by your leader and organizational needs.

The Company reserves the right to modify your work arrangement including location expectations and in-person requirements based on business needs organizational policy or regulatory considerations.

WHAT WE STAND FOR

Our global team values the unique perspectives each employee brings. Our success is driven by an inclusive culture where everyone can learn from one another regardless of role or background. This collaborative approach helps us continuously improve our products services and systems.
Duck Creek is committed to equal opportunity for all employees and applicants with decisions based on skills experience and achievementswithout regard to any protected status.

We strive to lead by example in inclusion diversity and equity creating an environment where employees can be their authentic selves. Our values guide us: We Prioritize Respect We Listen We Care We Add Value and We Lead.
To learn more: STATEMENT

To ensure an equitable and consistent process candidates are expected to complete all interviews based on their own knowledge and experience. The use of AI tools during interviews is not permitted.

PRIVACY NOTICE

By submitting your application you acknowledge that Duck Creek Technologies may collect and process your personal data ReferPrivacyNotice

NOTICE

Duck Creek Technologies does not accept agency resumes.