TITLE
Senior Analyst - Application Support
WHO WE ARE
Duck Creek Technologies is the intelligent solutions provider defining the future of the property and casualty (P&C) insurance industry. Our modern SaaS platform enables insurers to run agile, cloud-based operations and deliver better customer experiences.
Duck Creek is a flexible-first company, offering employees autonomy in how they manage their 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’ll partner with your leader to participate in meaningful in-person moments that support team connection and collaboration.
ABOUT VISTA
Duck Creek Technologies is a portfolio company of Vista Equity Partners, a global investment firm that partners with mission-critical enterprise software and technology-enabled businesses to drive growth and operational excellence. As part of a Vista portfolio company, you’ll work in an environment backed by deep expertise, long-term investment, and a strong commitment to building market-leading businesses and meaningful careers.
POSITION OVERVIEW
As a Senior Business Analyst within the Application Support team, you will serve as the functional subject matter expert for Duck Creek Reinsurance (DCR). You will own the end-to-end analysis and resolution of complex client issues, translate reinsurance business needs into effective application solutions, and drive continuous improvement in service quality and product performance. Working closely with clients, functional consultants, Product, Engineering, and Cloud Operations, you will act as a trusted advisor, support releases and change initiatives, mentor less-experienced analysts, and help ensure strong customer outcomes.
WHAT YOU’LL DO
- Provide expert-level functional support for DCR and own complex client issues end-to-end, serving as the primary functional escalation point. Lead impact assessment, prioritization, investigation, stakeholder communication, root-cause analysis, corrective actions, resolution validation, and closure.
- Elicit and analyze client requirements and translate them into functional specifications, configuration recommendations, defect reports, or enhancement requests aligned with reinsurance business objectives.
- Coordinate with Product, Engineering, Cloud Operations, functional consultants, and external partners to resolve issues, manage risk, and ensure timely follow-through.
- Lead or support functional configuration, test planning and execution, release readiness, deployment validation, and post-release stabilization for DCR updates, patches, and enhancements.
- Monitor incident trends, case aging, service-level performance, and application health indicators; implement improvements that strengthen reliability, support efficiency, and the client experience.
- Develop and maintain functional guides, troubleshooting procedures, known-error records, and knowledge articles; lead problem-management reviews for recurring or high-impact issues.
- Build strong client relationships and serve as a trusted advisor by clearly communicating impacts, risks, options, and recommendations to technical and non-technical stakeholders. Lead regular client follow-up meetings to provide assistance, review backlog priorities, and deliver timely updates throughout the full lifecycle of client-reported issues and tickets.
- Coach and mentor less-experienced analysts, review complex cases, and promote consistent support standards and share knowledge across the team.
- Maintain current expertise in DCR functionality, reinsurance industry practices, IT service management, and emerging support technologies.
- Perform all other duties and activities as required.
- Act in accordance with and as a good steward of Duck Creek Technologies mission, vision, and core values:
- Mission: To empower insurers/ Reinsurance to reimagine the future of insurance
- Vision: To transform insurance technology, helping insurers be smarter, faster, and more efficient, and ultimately provide the best protection for people and businesses
- Values: We Prioritize Respect, We Listen, We Care, We Add Value, and We Lead
WHAT YOU’VE DONE
Education and Work Experience:
- 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
PREFERRED:
- 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
Skills, Knowledge, Abilities, and Behaviors
- 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
CORE COMPETENCIES
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.
LEARN MORE
- 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
LOCATION & WAYS OF WORKING
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.
WHAT WE STAND FOR
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/
AI STATEMENT
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.
PRIVACY NOTICE
By submitting your application, you acknowledge that Duck Creek Technologies may collect and process your personal data – Refer Privacy Notice
NOTICE
Duck Creek Technologies does not accept agency resumes.
