Production Support Analyst

Role Overview

We are seeking a proactive Production Support Analyst to provide direction, set standards and ensure quality in the operational support available on the platform. The successful candidate will ensure there is a consistent approach for production support across the platform, as well as being the primary contact for incidents raised with Guidewire on the Community portal.

What You Will Do

• Manage, assess, triage, prioritise, and document incidents and service requests raised through ServiceNow, JIRA, and other support channels.
• Investigate production issues and determine severity, business impact, and appropriate resolution paths.

Why It Might Be a Fit

The ideal candidate will have knowledge of Guidewire products, experience in a Production Support role, and strong analytical and troubleshooting skills.

Requirements

• Knowledge of Guidewire PolicyCenter/BillingCenter/ClaimCenter, ContactManager and other Guidewire products.
• Experience in a Production Support, Application Support, or Systems Support Analyst role.
• Experience supporting enterprise business applications in a production environment.
• Knowledge of incident, problem, and service request management processes.
• Hands‑on experience with ITSM tools such as ServiceNow and defect tracking tools such as JIRA.
• Strong analytical and troubleshooting skills.
• Experience monitoring applications and services using tools such as DataDog.
• Ability to coordinate across multiple teams and stakeholders.
• Strong ability to communicate in spoken and written English and customer service skills.
• Ability to work within defined SLAs and operational procedures.
• Experience creating reports, metrics, and management information.

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