Senior Business Analyst - Application Support

Duck Creek; Mumbai; On-site; INR 1,500,000 - 2,200,000; Full time

Job summary

Duck Creek Mumbai seeks a Senior Business Analyst for Application Support 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 continuous improvement in service quality and product performance.

You will collaborate closely with clients, Product, Engineering and Cloud Operations, mentor junior analysts, support releases and change initiatives, and ensure

Qualifications

• Bachelor's degree in IT/CS/Business/Insurance or related field with analytical focus.
• 3+ years in application support, business analysis, or insurance technology.
• Experience leading cross-functional investigations and communicating with stakeholders.
• Working knowledge of reinsurance processes and enterprise support practices.
• Experience with incidents, problems, change and release management in production.

Responsibilities

• Provide expert-level functional support for DCR and own complex client issues end-to-end.
• Elicit and analyze client requirements and translate into specifications and enhancements.
• Coordinate with Product, Engineering, Cloud Operations and partners to resolve issues.
• Lead or support functional configuration, test planning and release readiness.
• Monitor incident trends and service performance; implement reliability improvements.
• Develop and maintain functional guides and knowledge articles; lead reviews.
• Build client relationships and communicate risks, options, and recommendations.
• Mentor analysts, review cases, and share knowledge across the team.
• Maintain expertise in DCR functionality and industry practices.

Skills

DCR knowledge

Incident management

Requirements elicitation

Cross-functional leadership

Documentation skills

Troubleshooting

Education

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

Tools

SQL

Application logs

Monitoring tools

IT service management tools

Job description

Job Title

Senior Business Analyst - Application Support

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

Education and Work Experience

• Bachelors 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.

Location

This role is aligned to a specific location.