Posted:
1/9/2025, 12:58:37 PM
Location(s):
Masovian Voivodeship, Poland ⋅ Warsaw, Masovian Voivodeship, Poland
Experience Level(s):
Senior
Field(s):
Customer Success & Support
Workplace Type:
Hybrid
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
This is a fully remote position, but candidate must reside in UK, France or Poland
WHAT YOU’LL DO: The Application Support Senior Analyst will provide functional support for our reinsurance management application (DCR). This role will work closely with all functional consultants, engineering teams, and all relevant stakeholders. This position will handle customer request analysis, participate in coordinating internal maintenance actions, and 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.
WHAT YOU’VE DONE:
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
ABILITIES, SKILLS AND KNOWLEDGE
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
WHAT ADDITIONAL INFORMATION YOU MAY WANT TO KNOW:
Travel: 0-10%
Location: Remote UK, France or Poland
Special Work Hours: After-hours On-Call Support for emergencies as needed to triage incidents
Work Authorization: Legally authorized to work in the country of job location. The Company does not sponsor visa petitions for this position
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 [email protected].
Duck Creek Technologies does not accept, nor will we pay a fee for any hires resulting from unsolicited headhunter or agency resumes.
#LI-HS
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Website: https://duckcreek.com/
Headquarter Location: Boston, Massachusetts, United States
Employee Count: 1001-5000
Year Founded: 2000
IPO Status: Delisted
Last Funding Type: Private Equity
Industries: Finance ⋅ Insurance ⋅ InsurTech ⋅ Property Insurance ⋅ Property Management ⋅ Software