Application Support Senior Analyst

Application Support Senior Analyst **Helping careers take flight. Reshaping an industry. Enable your career to be Made on Duck Creek.** **WHO WE ARE**: Duck Creek Technologies is the intelligent solutions provider defining the future of the property and casualty (P&C) and general insurance industry. We are the platform upon which modern insurance systems are built, enabling the industry to capitalize on the power of the cloud to run agile, intelligent, and evergreen operations. Our modern SaaS solutions help insurers set a new standard and revolutionize how consumers interact with insurance companies. Authenticity, purpose, and transparency are core to Duck Creek, and we believe insurance should be there for individuals and businesses when, where, and how they need it most. Our market-leading solutions are available on a standalone basis or as a full suite, and all are available via Duck Creek OnDemand. With more than 1,000 successful implementations to date, Duck Creek removes the IT burden for insurers so they can focus on the business of insurance. We have a flock of more than 1,700 employees across the globe and are proud to be a Flexible-First employer. We empower our employees with the choice to work from an office, from home, or on a hybrid schedule. Our flexible-first environment fosters productivity, inclusion, collaboration, and ensures a consistent employee experience regardless of location. If working in a fast-paced, rapidly evolving company that is transforming one of the world's oldest and largest industries sounds exciting, let us know. We are excited you are considering Duck Creek as a future employer and hope you decide to join "The Flock" **TITLE** : Application Support Senior Analyst - Provide first-line technical/functional support for our Reinsurance product, responding to user inquiries and resolving incidents. - Escalate complex issues to senior team members or specialized departments when necessary. - Document incidents, troubleshooting steps, and resolutions for future reference in support knowledge bases. - Work with internal teams to identify recurring issues and recommend long-term solutions to improve system performance. - Ensure adherence to established service level agreements (SLAs) for response and resolution times. **WHAT YOU'VE DONE**: - Bachelor's or Masters Degree and/or equivalent experience relevant to functional area - 3+ years experience in product support related role; Experience with a Reinsurance product is desired - English language skills required **ABILITIES, SKILLS AND KNOWLEDGE** - Preferred language skills with French - Experience with enterprise software products - Knowledge of IT service management frameworks such as ITIL - Experience in the insurance industry technology sector or related industries - Strong written and verbal communication skills to effectively document incidents and collaborate with team members - Ability to work under pressure and manage multiple tasks in a fast-paced environment - Understanding of IT environments, including basic networking, infrastructure, and cloud technologies - Ability to escalate complex issues and collaborate with senior staff to resolve them - Familiarity with enterprise software release cycles and deployment processes - Knowledge of incident, problem, and change management processes - Customer-oriented mindset, focused on providing prompt and effective technical support - Strong organizational skills, with attention to detail in managing incident logs and troubleshooting steps - Ability to adapt to changing technologies and stay updated on new features and system enhancements - Ability to work independently and in a team, supporting larger initiatives and projects as needed **WHAT ADDITIONAL INFORMATION YOU MAY WANT TO KNOW**: Travel: 0-10% Location: Remote France Special Work Hours: After-hours On-Call Support for emergencies as needed to triage incidents Work Authorization: Legally authorized to work in the country of job location. The Company does not sponsor visa petitions for this position **WHAT WE STAND FOR**: Our global company celebrates & leverages the differences each employee brings to the table. Our success is a direct result of an inclusive culture where opportunities to learn from one another occur regardless of title, seniority, or background. This collaborative and team-oriented approach is at the core of how we operate and continuously improve our products, services, and systems. As such, Duck Creek is committed to providing equal opportunity to all employees and applicants - to recruit, hire, train, and reward employees for their individual abilities, achievements, and experience without regard to race, color, gender, religion, sexual orientation, age, national origin, disability, marital, military, or any other protected status. We strive to be an example to the world of inclusion, diversity, and equity in all things - where employees are free to be their authentic selves in