Skill – Guidewire production support
Location – London, UK


Role summary

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.
You will help maintain service excellence, co-ordinate issue resolution, manage exceptions, and support continuous improvement initiatives across the Guidewire ecosystem.

Key Responsibilities
Production Support & Incident Management

• Manage, assess, triage, prioritise, and document incidents and service requests raised through ServiceNow, JIRA, and other support channels (i.e. Guidewire Community Portal).
• Investigate production issues and determine severity, business impact, and appropriate resolution paths.
• Provide timely responses, workarounds, and user guidance in accordance with agreed Service Level Agreements (SLAs).
• Coordinate issue resolution activities and escalate complex defects to the applicable development or maintenance teams where required.
• Act as the primary communication point between business users and technical teams throughout the incident lifecycle.
• Support critical incident management and coordinate recovery efforts to minimise business disruption.

• Perform daily monitoring of production and test environments using DataDog and other monitoring tools.
• Identify trends, recurring issues, and system degradation risks before they impact users.
• Support post-maintenance and post-release validation activities.
• Track Guidewire Cloud maintenance windows and communicate potential impacts to stakeholders.
• Coordinate with Guidewire and third-party vendors regarding platform-wide issues and service disruptions.

• Log, classify, and assign defects to the appropriate development teams for investigation and resolution.
• Support coordination and deployment of urgent fixes, patches, and hotfix releases.
• Validate fixes and ensure production issues are properly documented and communicated.
• Distinguish between production defects, enhancement requests, and change requests, ensuring appropriate routing and governance.

• Provide functional and technical support to business users.
• Manage exceptions within business workflows to ensure end-to-end processing continuity.
• Assist users with troubleshooting, workaround identification, and incident resolution.
• Maintain strong relationships with business stakeholders and ensure effective communication throughout support activities.

• Maintain and enhance knowledge articles, support documentation, known error records, and workaround guides.
• Contribute to knowledge repositories including Confluence, ServiceNow, and SharePoint.
• Identify opportunities to improve support processes, monitoring capabilities, and operational efficiency.
• Support continuous service improvement initiatives using Agile ways of working.

• Set cadence and standard for reporting across the platform and ensure xCenter support teams
• Monitor and inspect the output from teams and ensure it meets standards set out

• Produce monthly management information and operational reporting.
• Conduct trend analysis on incidents, defects, service requests, and production performance.
• Create dashboards and reports using data from ServiceNow, JIRA, DataDog, and related platforms.
• Participate in service reviews with stakeholders as needed (currently fortnightly).

• 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.

• Guidewire certification
• Familiarity with Agile methodologies and sprint ceremonies.
• Experience working with production releases, hotfixes, and change management processes.
• Knowledge of knowledge management practices and documentation standards.