Guidewire Production Support

Guidewire Production Support Hartford, CT (Hybrid) Job Description We are seeking a seasoned Guidewire Domain Expert with 12–15 years of experience to lead L2/L3 production support for Guidewire InsuranceSuite applications, specifically BillingCenter. This role requires strong Property & Casualty (P&C) insurance domain knowledge, a deep understanding of Guidewire functional processes, and the ability to perform triage, root cause analysis (RCA), and incident/problem management. The ideal candidate will act as the primary functional authority for production issues and drive continuous improvement through proactive monitoring, trend analysis, and reduction of recurring incidents while ensuring system stability, availability, and SLA compliance. Key Responsibilities: Production Support & Incident ManagementOwn L2/L3 production support for Guidewire applications, ensuring SLA/OLA adherenceLead incident triage, impact analysis, prioritization, and resolutionDrive major incident management (MIM), including stakeholder communication and resolution trackingPerform root cause analysis (RCA) and implement preventive measuresResolve production defects, configuration issues, integration failures, batch failures, and performance-related incidents Guidewire Functional ExpertiseProvide domain leadership across Guidewire processes:Policy lifecycle (quote, bind, issuance, endorsement, cancellation, renewal)Claims lifecycle (FNOL, reserves, payments, recoveries, subrogation)Billing lifecycle (invoicing, payments, delinquency, dunning, write-offs, reversals)Analyze business requirements and production issues and map them to Guidewire configurationsTroubleshoot across:Product model configurationRating and underwriting rulesBilling and payment plansClaims financials and processingWorkflows, validation rules, UI behavior, and permissions Integration & Batch Operations SupportTroubleshoot Guidewire integrations (inbound/outbound), including web services, messaging events, middleware, and downstream systemsMonitor and support batch jobs, including failure recovery and reprocessingPerform data analysis using logs, queries, and dashboards Release & Environment SupportSupport production deployments, hotfixes, and emergency releasesParticipate in change management and risk assessmentsPerform environment health checks, smoke testing, and post-release monitoring Continuous ImprovementIdentify trends and recommend automation opportunitiesMaintain knowledge base articles, SOPs, and runbooksEnhance monitoring, alerting, and proactive system health checks Required Experience12–15 years of IT experience with strong exposure to Guidewire InsuranceSuite production supportProven experience in L2/L3 support, incident/problem management, and RCAStrong P&C insurance domain knowledge, especially BillingCenterExperience working in 24x7 on-call support models Required SkillsDeep functional expertise in Guidewire BillingCenterStrong understanding of Guidewire entities, business rules, workflows, and product modelExperience with incident, problem, and change management (ITIL aligned)Strong debugging and analytical skills using logs and SQLExperience with monitoring tools such as Splunk, Dynatrace, or similar Preferred SkillsGuidewire Cloud experience (GWCP), upgrades, or performance tuningBasic knowledge of Gosu and ability to interpret stack tracesUnderstanding of Guidewire integrations and messaging patternsExposure to DevOps pipelines and release automation Tools & TechnologiesGuidewire InsuranceSuite (PolicyCenter, BillingCenter, ClaimCenter)SQL (Oracle, MS SQL)ServiceNow, JiraSplunk, Dynatrace, AppDynamics, ELKConfluence, SharePoint "All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran."