Senior Application Support Analyst

Duck Creek Technologies

Senior Application Support Analyst ensuring smooth operation of Duck Creek applications for insurance industry. Collaborating for expert-level support and optimizing system functionality.

Posted 5/25/2026full-timeMumbai • 🇮🇳 IndiaSeniorWebsite

Tech Stack

Tools & technologies

ITSMJavaServiceNowSQL

About the role

Key responsibilities & impact

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.
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.
Foster strong relationships with clients, serving as a trusted advisor and ensuring their satisfaction with Duck Creek applications and support services.

Requirements

What you’ll need

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,
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

Benefits

Comp & perks

Duck Creek is a flexible-first company, offering employees autonomy in how they manage their work.
Opportunities for in-person collaboration by focusing on hiring in designated locations.
Provide training and mentorship to junior support analysts, sharing your knowledge and expertise to build a high-performing support team.
Commitment to equal opportunity for all employees and applicants, with decisions based on skills, experience, and achievements—without regard to any protected status.

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

SQLXMLJava.NetC#troubleshootingapplication supportconfigurationdocumentationtesting

Soft Skills

collaborationclient relationship managementproblem-solvingcommunicationadvisory skillsproactive identificationorganizational skillscustomer satisfactionteamworkadaptability

Certifications

Bachelor's degree in Computer ScienceBachelor's degree in Information Technology