Job Summary
This role is responsible for configuring and supporting insurance products on the INSTANDA platform, translating business requirements into scalable platform configurations across the full policy lifecycle. The position partners with underwriting, product, operations, and technology teams to run requirements workshops, produce configuration specifications and acceptance criteria, and support UAT and release readiness. It also provides functional L2/L3 production support, helps troubleshoot integration and data flow issues with technical teams, and maintains documentation and metrics to ensure stable, compliant, and efficient platform operations.
Principal Responsibilities
Instanda Configuration & Product Setup
- Configure insurance products on INSTANDA across quote, bind, issue, endorsement, cancellation, renewal, and servicing journeys.
- Build and maintain product rules, rating logic, referral rules, questions, forms, documents, workflows, and business validations.
- Translate business requirements into configurable INSTANDA solutions.
- Support product versioning, scheme changes, rating updates, and regulatory/product enhancements.
- Ensure configuration follows platform best practices, reusability standards, and governance controls.
Functional Analysis & Business Engagement
- Work closely with underwriting, product, operations, distribution, and technology stakeholders.
- Conduct requirement workshops and convert business needs into user stories, configuration specifications, and acceptance criteria.
- Identify gaps between out-of-the-box INSTANDA capabilities and business requirements.
- Recommend configuration-led solutions before proposing custom technical workarounds.
- Support UAT, defect triage, user training, and business readiness activities.
Technical & Integration Support
- Work with technical teams on APIs, data mappings, third-party integrations, payment gateways, document generation, CRM, policy administration, rating engines, and downstream systems.
- Understand integration touchpoints and help troubleshoot data or transaction failures.
- Review logs, configuration dependencies, API payloads, and interface issues in partnership with developers/integration teams.
- Support environment management across Dev, Test, UAT, and Production.
Application Maintenance, Testing & Production Support
- Own L2/L3 functional and configuration support for INSTANDA applications.
- Manage production incidents, service requests, enhancement requests, and recurring operational issues.
- Perform root cause analysis for defects related to product configuration, rating, referrals, forms, documents, workflows, and integrations.
- Create and review test scenarios covering quote, bind, policy lifecycle, endorsements, cancellations, renewals, referrals, documents, and integration flows.
- Support SIT/UAT cycles and validate configuration changes.
- Partner with QA teams to define regression packs for product changes and releases.
- Ensure defects are correctly analyzed as configuration, data, integration, or platform issues.
- Support release planning, regression testing, deployment validation, and post-release monitoring.
- Maintain application support documentation, known-error database, runbooks, and configuration inventory.
- Track and report support KPIs such as incident aging, SLA adherence, defect leakage, recurring issues, and change turnaround time.
Teamwork & Collaboration
- Foster a respectful and collaborative environment by upholding professionalism and engaging in constructive and respectful conversations.
- Support a positive workplace culture by promoting open, solution-oriented communication, encouraging teamwork, and maintaining a focus on shared goals and productivity.
Minimum Qualifications
- Degree - Bachelors / Masters
- Licenses/Certificates - Instanda certification required, advanced certification preferred
- Working Experience
- 5 years experience in platform configuration
- 3-5 years Hands-on experience in INSTANDA product configuration.
- Strong understanding of insurance business processes, preferably P&C / commercial lines / specialty insurance.
- Experience configuring: Quote-and-bind journeys, Rating rules, Referral rules, Product questions and screens, Documents and forms, Workflows and validations, Product versioning and amendments
- Experience in production support or application maintenance for insurance platforms.
Behavioral/Technical Skills; Competencies
- Working knowledge of APIs, JSON/XML payloads, data mapping, integration testing, and system interfaces.
- Basic understanding of cloud-based insurance platforms and SaaS application support.
- Ability to work with logs, defect management tools, and service management processes.
- Familiarity with tools such as Jira, Azure DevOps, ServiceNow, Postman, SQL, or equivalent.
- Ability to troubleshoot functional, configuration, and integration-related issues.
- Strong stakeholder communication and requirement analysis skills.
