Senior Analyst - Application Support

• Bachelor's 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, with demonstrated success 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

• 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

• 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 product expertise
• Proven end-to-end case ownership, prioritization, judgment, and accountability in high-impact client situations
• Strong requirements elicitation, 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 to timely resolution
• 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 quality, facilitate knowledge transfer, and strengthen team capability
• Strategic and continuous-improvement mindset; ability to use trends and service metrics to identify opportunities 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
• Proficiency with 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

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 thing—treating others with respect, embracing continuous learning, and engaging inclusively across cultures and backgrounds.

• Company Website – Transforming Insurance with Duck Creek's SaaS Solutions - Life at Duck Creek – Life at Duck Creek - Duck Creek - Benefits & Rewards – Wellbeing & Rewards - Duck Creek

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.

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 achievements—without 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: https://www.duckcreek.com/life-at-duck-creek/

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.

By submitting your application, you acknowledge that Duck Creek Technologies may collect and process your personal data – Refer Privacy Notice

Duck Creek Technologies does not accept agency resumes.