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George Town, Pulau Pinang, Malaysia
Onsite
TITLE
Senior Application Support Analyst
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 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.
WHAT YOU’LL DO
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.
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
SKILLS & CAPABILITIES
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.
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.
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