Business Analyst - Application Support

Duck Creek Payments; Mumbai; Hybrid; INR 1,500,000 - 2,500,000; Full time

Job summary

Duck Creek Technologies in Mumbai invites a Senior Business Analyst to act as the functional SME for Duck Creek Reinsurance (DCR). You will own end-to-end analysis of complex client issues, translate business needs into effective application solutions, and drive service quality improvements.

Collaborating with Product, Engineering, Cloud Operations and clients, you will guide releases, mentor junior analysts, manage incident trends, and ensure timely, data-driven outcomes for customers.

Qualifications

• Bachelor's degree in Information Technology, Computer Science, Business, Insurance, or a related field with an analytical focus; equivalent relevant experience may be considered.
• Experience leading cross-functional investigation and resolution of production support issues and communicating with client stakeholders.
• Experience with reinsurance business processes and enterprise application support practices.

Responsibilities

• 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, prioritisation, investigation, stakeholder communication, root-cause analysis, corrective actions, resolution validation, and closure.
• Elicit and analyse client requirements and translate them into functional specifications, configuration recommendations, defect reports, or enhancements.
• 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 ageing, 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.

Skills

Functional analysis

Issue resolution

Requirements elicitation

Cross-functional collaboration

Root-cause analysis

Stakeholder communication

Education

Bachelor's degree in IT/CS/Business/Insurance

Tools

Duck Creek Reinsurance (DCR)

SQL

Monitoring tools

ITIL-based service management

Job description

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, prioritisation, investigation, stakeholder communication, root‑cause analysis, corrective actions, resolution validation, and closure.


• Elicit and analyse 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 ageing, 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, prioritisation, judgement, 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 behaviour, 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 organisation, 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

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 organisational needs. The Company reserves the right to modify your work arrangement, including location expectations and in‑person requirements, based on business needs, organisational 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.

Duck Creek is a leading provider of comprehensive P&C insurance software and services for insurers of all sizes worldwide. Employing progressive technology, our solutions enable insurers to optimise outcomes and enhance engagement through advanced digital and data capabilities and integrated functionality that can be delivered via the cloud or on premise.