Critical Situations Expert

Job Description

The CritSit Industry Expert is a member of the CritSit team. The mission is to rapidly diagnose, stabilize, and resolve complex customer crises by combining deep insurance expertise, technical curiosity, rigorous root cause analysis, and unconventional problem solving.

This is a highly capable insurance expert who operates with an engineering mindset and takes personal ownership of discovering a viable solution. The role is built on product knowledge and business analysis: the Industry Expert works out what the product should be doing, what it is doing, and what the business needs, then defines the solution and drives it to resolution with Product Engineering, Delivery and CloudOps.

Job Responsibilities

Diagnose and Define

• Join critical situations early and diagnose the problem rapidly, working out how the product, configuration, data, and the customer’s business process interact.
• Analyse business requirements, product behaviour, logs, and data extracts supplied by the technical teams, and test hypotheses until the cause is clear.
• Use approved AI tools to speed up analysis of logs, documentation, and past cases, and verify every output before relying on it or sharing it with a customer.
• Define a working fix or safe workaround that stabilizes the customer’s live operation, and agree it with Engineering and Delivery for implementation.

Solution Definition and Ownership

• Translate business impact into clear requirements, expected behavior, and acceptance criteria for the fix.
• Work with Engineering, Delivery, and CloudOps to implement and verify fixes, and stay accountable until the customer confirms resolution.
• Design and assess unconventional solutions, such as process changes or configuration alternatives, when standard approaches have failed, and weigh their business and product risk before recommending them.

Root Cause and Prevention

• Find and document the root cause of every escalation, and verify that the fix holds.
• Prevent repeats: no stabilized escalation recurs within 90 days.
• Turn each case into reusable diagnostics and fixes, and add them to the playbook every quarter.

Communication and Collaboration

• Explain complex problems and options simply to customer executives, delivery leads, and engineers.
• Supply accurate technical findings and next steps to the CritSit Manager, who runs the war room and customer updates.
• Work with Support, Delivery, Engineering, and Product to hand over fixes and share product know-how.

Product and Domain Expertise

• Apply deep expertise in one line of business, and in the Sapiens products, to judge business impact and define correct behavior.
• Keep current with Sapiens platform releases and the customer’s configuration, so that diagnosis starts from knowledge, not guesswork.
• Give Product management clear feedback on gaps, defects, and enhancement needs that critical situations reveal.

Job Requirements

• 10 or more years in insurance core systems, on the insurer, consultancy, or vendor side, with deep expertise in one line: P&C, Life and Annuities, or Reinsurance.
• Process depth in that line: product and rating, policy administration, billing, and claims; for Reinsurance, treaty and facultative, cessions, bordereaux, and accounting.
• Strong product knowledge of core insurance platforms, with a working understanding of data models, integrations, and data migration, enough to analyze problems and direct technical teams.
• Strong business analysis skills, including requirements elicitation, process mapping, impact analysis, and root cause analysis.
• Practical experience of applying AI to problem solving, such as analyzing logs, documentation, and past cases, with sound judgement to verify outputs and protect customer data.
• A track record of resolving live problems in production or in troubled implementations by defining the solution and working with technical teams to deliver it.
• The ability to explain complex problems simply to executives and engineers alike.
• Fluent English.
• Availability to work from a regional hub on a hybrid basis, and to be on site at short notice.

The following are an advantage:

• Experience of Sapiens platforms, such as IDIT, CoreSuite, and ReinsurancePro.
• Cloud and SaaS experience.
• An underwriting or actuarial background.

Technical skills for data analysis, or a business analysis certification