Application Support Senior Analyst

11 hours ago

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Duck Creek Technologies

WebsiteLinkedInAll Job Openings

Property and Casualty Insurance Technology • Policy • Billing • Claims • Rating

1001 - 5000 employees

Founded 2000

☁️ SaaS

🏢 Enterprise

💰 $230M Private Equity Round on 2020-06

Description

• Provide functional support for our reinsurance management application (DCR) • Work closely with all functional consultants, engineering teams, and all relevant stakeholders • Handle customer request analysis, participate in coordinating internal maintenance actions • Play a key role in servicing and ensuring customer satisfaction • Provide first-line technical/functional support for our Reinsurance product, responding to user inquiries and resolving incidents • Investigate and troubleshoot application issues, working to identify root causes and implement resolutions • Escalate complex issues to senior team members or specialized departments when necessary • Document incidents, troubleshooting steps, and resolutions for future reference in support knowledge bases • Work with internal teams to identify recurring issues and recommend long-term solutions to improve system performance • Collaborate with application development and cloud operations teams to resolve issues and implement new features • Ensure adherence to established service level agreements (SLAs) for response and resolution times • Participate in training sessions and stay up to date on system updates, application changes, and new functionalities

Requirements

• Bachelor’s or Masters Degree and/or equivalent experience relevant to functional area • 3+ years experience in product support related role with specific experience with a Reinsurance product • Experience with enterprise software products • Knowledge of IT service management frameworks such as ITIL • Experience in the insurance industry technology sector or related industries • Experience with project management methodologies (Agile, SCRUM, etc.); Basic knowledge of Agile methodologies as they relate to application support • Strong problem-solving and troubleshooting skills, with an ability to resolve basic application issues • Knowledge of application monitoring tools and system health metrics • Strong written and verbal communication skills to effectively document incidents and collaborate with team members • Ability to work under pressure and manage multiple tasks in a fast-paced environment • Understanding of IT environments, including basic networking, infrastructure, and cloud technologies • Ability to escalate complex issues and collaborate with senior staff to resolve them • Familiarity with enterprise software release cycles and deployment processes • Knowledge of incident, problem, and change management processes • Customer-oriented mindset, focused on providing prompt and effective technical support • Strong organizational skills, with attention to detail in managing incident logs and troubleshooting steps • Ability to adapt to changing technologies and stay updated on new features and system enhancements • Ability to work independently and in a team, supporting larger initiatives and projects as needed • Analytical skills to evaluate performance trends and suggest improvements in application support processes • Strong commitment to continuous learning and development in application support best practices