Senior Business Analyst - Application Support

As a Senior Application Support Analyst at our company, you will play a crucial role in ensuring the smooth operation and optimal performance of 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.

Key Responsibilities:

• 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.

Qualifications Required:

• 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.

Additional Company Details:

Our company values integrity, accountability, adaptability, and cultural agility. We prioritize effective communication, collaboration, problem-solving, and customer-focused mindset to ensure exceptional support services and customer satisfaction. We encourage strategic thinking, independence, and adaptability in a fast-paced environment while fostering strong relationships with clients from diverse cultural backgrounds. As a Senior Application Support Analyst at our company, you will play a crucial role in ensuring the smooth operation and optimal performance of 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.

Key Responsibilities:

• 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