Application Support Senior Business Analyst

Job Description

Helping careers take flight. Reshaping an industry. Enable your career to be Made on Duck Creek.    

WHO WE ARE:   

Duck Creek Technologies is the intelligent solutions provider defining the future of the property and casualty (P&C) and general insurance industry. We are the platform upon which modern insurance systems are built, enabling the industry to capitalize on the power of the cloud to run agile, intelligent, and evergreen operations. Our modern SaaS solutions help insurers set a new standard and revolutionize how consumers interact with insurance companies.    

Authenticity, purpose, and transparency are core to Duck Creek, and we believe insurance should be there for individuals and businesses when, where, and how they need it most. Our market-leading solutions are available on a standalone basis or as a full suite, and all are available via Duck Creek OnDemand. With more than 1,000 successful implementations to date, Duck Creek removes the IT burden for insurers so they can focus on the business of insurance.   

We have a flock of more than 1,700 employees across the globe and are proud to be a Flexible-First employer. We empower our employees with the choice to work from an office, from home, or on a hybrid schedule. Our flexible-first environment fosters productivity, inclusion, collaboration, and ensures a consistent employee experience regardless of location.   

If working in a fast-paced, rapidly evolving company that is transforming one of the world’s oldest and largest industries sounds exciting, let us know. We are excited you are considering Duck Creek as a future employer and hope you decide to join “The Flock”!   

To learn more about us, visit www.duckcreek.com and follow us on our social channels for the latest information – LinkedIn and Twitter.  

TITLE: Application Support Senior Analyst

WHAT YOU’LL DO: As a Senior Application Support Analyst, you will play a crucial role in ensuring the smooth operation and optimal performance of our Duck Creek applications, which are essential for our clients' insurance operations. You will collaborate closely with internal teams and external stakeholders to deliver expert-level support, troubleshoot issues, and implement solutions that meet the unique needs of our clients in the insurance sector.

• Provide expert-level support for Duck Creek applications, including Duck Creek Policy, Billing, and Claims systems, ensuring timely resolution of technical issues and minimizing disruption to our clients' operations.
• End to end ownership of client reported issues to resolution.
• Collaborate with cross-functional teams to understand client requirements and configure Duck Creek applications to align with their business processes and objectives.
• Monitor the performance of Duck Creek applications, proactively identifying areas for improvement and implementing enhancements to optimize system functionality and user experience.
• Develop and maintain comprehensive documentation, including configuration guides, troubleshooting procedures, and best practices, to support efficient application support processes.
• Coordinate with Duck Creek product teams and external vendors to escalate and resolve complex technical issues, leveraging your expertise to drive timely and effective resolutions.
• Participate in the testing and deployment of Duck Creek updates, patches, and new releases, ensuring seamless integration and minimal disruption to client operations.
• Provide training and mentorship to junior support analysts, sharing your knowledge and expertise to build a high-performing support team.
• Stay abreast of industry trends and emerging technologies in insurance and software development, incorporating innovative solutions to enhance Duck Creek application support services.
• Foster strong relationships with clients, serving as a trusted advisor and ensuring their satisfaction with Duck Creek applications and support services.
• Communication: Effective communication, both verbal and written; includes ability to express ideas clearly, listen actively, and collaborate with colleagues and clients.
• Collaboration: Work effectively in teams, build positive relationships, and contribute to achieving common goals​; includes the ability to recognize and incorporate a broad range of diverse perspectives ​
• Problem Solving: Can analyze complex situations, identify problems, ask important questions, and generate creative solutions; involves critical thinking, adaptability, and the ability to make informed decisions​
• Accountability: Willingness to accept responsibility for your actions and work​; ability to set and achieve meaningful outcomes for oneself
• Adaptability: ​Can adapt to change, embrace new technologies, and learn quickly; embracing a growth mindset, being flexible and open to different approaches is highly valued​
• Integrity: Conducts themselves with integrity and professionalism, understands and models our core values, and is obsessed with doing the right thing; incorporates this mindset in how they behave, in the products or services they provide, and how they treat others​
• Cultural Agility: Ability to effectively and comfortably adapt to different cultural contexts. It involves the capacity to understand, communicate, and interact with people from diverse cultural backgrounds in a respectful and inclusive manner.

WHAT YOU’VE DONE:   

• Bachelor's degree in Computer Science, Information Technology, or related field; or equivalent work experience.
• 3+ years of experience in application support or a related role, with a demonstrated track record of success in troubleshooting and resolving technical issues.
• Strong troubleshooting experience and proficiency in SQL, XML, Java, .Net, C#
• Experience with ITIL framework or other best practices for IT service management.
• Familiarity with CRM systems, case management tools, and other support-related software. ServiceNow, Salesforce, or Jira Service Desk

ABILITIES, SKILLS AND KNOWLEDGE

• Strong analytical and problem-solving skills, with a meticulous attention to detail and a proactive approach to identifying and resolving issues.
• Strategic thinker with the ability to translate business objectives into actionable plans and initiatives.
• Customer-focused mindset with a commitment to delivering exceptional support services and driving customer satisfaction.
• Proven ability to work independently and collaboratively in a fast-paced environment, managing multiple priorities and deadlines effectively.
• Hands-on experience with incident management and problem-solving strategies.
• Excellent communication skills (verbal and written), with the ability to effectively interact with technical and non-technical stakeholders (internally and externally) at all levels of the organization.
• Familiarity with Agile methodologies in the context of support operations.
• Proficient in utilizing support tools and ticketing systems.

WHAT ADDITIONAL INFORMATION YOU MAY WANT TO KNOW:   

• Travel: [X] 0-10% [] 11-25% [] 26-50% [] 51-75% [] 76-100%

• Special Hours: Australian Shift hours

• Work Authorization: Must be legally authorized to work in the country of the job location

• Physical Requirements: [X] Sedentary Work [] Light Work

• Sedentary work: Exerting up to 10 pounds of force occasionally and/or negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects, including the human body. Sedentary work involves sitting most of the time. Jobs are sedentary if walking and standing are required only occasionally and all other sedentary criteria are met.

• Light Work: Exerting up to 20 pounds of force occasionally, and/or up to 10 pounds of force frequently, and/or a negligible amount of force constantly to move objects. If the use of arm and/or leg controls requires exertion of forces greater than that for sedentary work and the worker sits most of the time, the job is rated for light work

WHAT WE STAND FOR:   

Our global company celebrates & leverages the differences each employee brings to the table. Our success is a direct result of an inclusive culture where opportunities to learn from one another occur regardless of title, seniority, or background. This collaborative and team-oriented approach is at the core of how we operate and continuously improve our products, services, and systems. As such, Duck Creek is committed to providing equal opportunity to all employees and applicants – to recruit, hire, train, and reward employees for their individual abilities, achievements, and experience without regard to race, color, gender, religion, sexual orientation, age, national origin, disability, marital, military, or any other protected status.   

We strive to be an example to the world of inclusion, diversity, and equity in all things – where employees are free to be their authentic selves in the workplace and in the communities in which we live. We believe in leading by example and are proud of the diversity of our team and our shared commitment to our Core Values: We Prioritize Respect; We Listen; We Care; We Add Value; and We Lead. 

To learn more about our inclusive company culture, values, DE&I initiatives, and people, please visit: https://www.duckcreek.com/life-at-duck-creek/.  

Please let us know if you encounter accessibility barriers with our web content by sending an email to accessibility@duckcreek.com.  

Duck Creek Technologies does not accept, nor will we pay a fee for any hires resulting from unsolicited headhunter or agency resumes.