Application support senior analyst duck creek reinsurance
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 Duck CreeReinsurance 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. The tools and systems this team using include Microsoft Teams, Excel, Jira, Jira Service Management for ticket management and TestRail for managing and executing testing campaigns.
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; Experience with a Reinsurance product is desired English language skills required ABILITIES, SKILLS AND KNOWLEDGE Preferred language skills with French 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