Critical Situations Industry Expert

The CritSit Industry Expert is a senior member of the Critical Situations team. Your mission is to rapidly diagnose, stabilise and resolve complex customer crises on Sapiens insurance platforms, combining deep insurance expertise, technical curiosity, rigorous root cause analysis and unconventional problem solving.

You are an insurance expert with an engineering mindset who takes personal ownership of finding a viable solution. You work out what the product should be doing, what it is doing and what the business needs, then define the fix and drive it to resolution with Product Engineering, Delivery and CloudOps.

You bring deep expertise in one line of business: P&C, Life and Annuities, or Reinsurance. You stay composed when the customer is under pressure, explain complex problems simply, and insist on root cause rather than symptom relief.

This is an individual contributor role reporting to Critical Situations leadership, working alongside CritSit Managers, Engineering, Delivery and Support. Based at a regional hub, hybrid, with on-site visits at short notice.

Responsibilities

• Join critical situations early and diagnose them rapidly, working out how the product, configuration, data and the customer's business process interact.
• Analyse business requirements, product behaviour, logs and data extracts, 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 stabilises the customer's live operation, and agree it with Engineering and Delivery.
• Translate business impact into clear requirements, expected behaviour and acceptance criteria, and stay accountable until the customer confirms resolution.
• Design and assess unconventional solutions, such as process changes or configuration alternatives, weighing business and product risk before recommending them.
• Find and document the root cause of every escalation, verify the fix holds, and prevent repeats: no stabilised escalation recurs within 90 days.
• Turn each case into reusable diagnostics and fixes, and add them to the playbook every quarter.
• Explain complex problems and options simply to customer executives, delivery leads and engineers, and give the CritSit Manager accurate findings and next steps.
• Work with Support, Delivery, Engineering and Product to hand over fixes, share product know-how, and give clear feedback on gaps, defects and enhancement needs.
• Keep current with Sapiens platform releases and the customer's configuration, so diagnosis starts from knowledge, not guesswork.

Requirements

• 10+ 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 analyse problems and direct technical teams.
• Strong business analysis skills, including requirements elicitation, process mapping, impact analysis and root cause analysis.
• Practical experience applying AI to problem solving, such as analysing 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 troubled implementations by defining the solution and working with technical teams to deliver it.
• Ability to explain complex problems simply to executives and engineers alike.
• Fluent English, hybrid working from a regional hub, and availability to be on site at short notice.

An advantage: experience of Sapiens platforms such as IDIT, CoreSuite and ReinsurancePro, cloud and SaaS experience, an underwriting or actuarial background, and data analysis skills or a business analysis certification.