Senior Application Specialist

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