Role Overview
We are seeking an experienced Senior Application Specialist to support and manage the Duck Creek Claims platform for a key client. This role will serve as a critical point of contact for application support, incident management, and stakeholder engagement, ensuring system stability and effective resolution of technical and functional issues.
Key Responsibilities
- Provide application support for Duck Creek Claims, troubleshooting technical issues within the client's customized application
- Act as the first point of contact for high-severity incidents, ensuring timely response, resolution, and escalation where required
- Support client business stakeholders by addressing functional queries and resolving day-to-day system issues
- Ensure system environments are stable and available, proactively identifying risks and escalating issues as needed
- Collaborate closely with offshore teams, providing clarifications on incidents and ensuring smooth issue resolution
- Lead and facilitate client status meetings, including Weekly Status Reports (WSR), Monthly Business Reviews (MBR), and Quarterly Business Reviews (QBR)
- Track and report on incident trends, system performance, and improvement opportunities
- Drive continuous improvement initiatives to enhance system stability and user experience
Required Skills & Experience
- Strong experience in application support / production support environments
- Hands-on experience with Duck Creek Claims (or Duck Creek platform)
- Good understanding of incident management and ITIL processes
- Ability to troubleshoot both technical and functional issues
- Experience working with global/offshore teams
- Strong communication skills with the ability to engage business stakeholders effectively
