Senior Analyst - Application Support

duckcreek; Mumbai; On-site; INR 1,200,000 - 1,500,000; Full time

Job summary

Duck Creek Technologies is seeking a Senior Analyst in Application Support in Mumbai. You will act as the functional SME for Duck Creek Reinsurance, own end-to-end analysis of complex client issues, and translate business needs into effective application solutions with cross‑functional teams.

You will lead investigations, coordinate with Product, Engineering and Cloud Operations, support releases and changes, mentor junior analysts, monitor service metrics, and help drive continuous improvement

Qualifications

• Bachelor's degree in Information Technology, Computer Science, Business, Insurance, or a related field with an analytical focus.

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, 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.

Education

Bachelor's degree in Information Technology, Computer Science, Business, Insurance, or a related field with an analytical focus

Job description

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 produ