Critical Situations Expert

Sapiens•,

2h•Hybrid

About The Position

The CritSit Industry Expert is a member of the CritSit team, tasked with rapidly diagnosing, stabilizing, and resolving complex customer crises. The role combines deep insurance expertise, technical curiosity, rigorous root cause analysis, and unconventional problem solving. The expert brings an engineering mindset and personal ownership to discovering viable solutions, using product knowledge and business analysis to determine intended product behavior, current behavior, and business needs, then define solutions and drive them to resolution with Product Engineering, Delivery, and CloudOps. The role joins critical situations early, analyzes requirements, product behavior, logs, and data, and works with technical teams to define and verify fixes or safe workarounds. It also documents root causes, helps prevent recurrence, creates reusable diagnostics and fixes, communicates findings to executives and engineers, and shares product feedback and expertise across teams. The position requires working from a regional hub on a hybrid basis and being available to work on site at short notice.

Requirements

At least 10 years of experience in insurance core systems on the insurer, consultancy, or vendor side.
Deep expertise in one insurance line: P&C, Life and Annuities, or Reinsurance.
Process depth in the chosen line, including 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 working understanding of data models, integrations, and data migration sufficient to analyze 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 analyzing logs, documentation, and past cases, with sound judgment to verify outputs and protect customer data.
Track record resolving live production problems or troubled implementations by defining solutions and working with technical teams to deliver them.
Ability to explain complex problems simply to executives and engineers.
Fluent English.
Availability to work from a regional hub on a hybrid basis and to be on site at short notice.

Nice To Haves

Experience with Sapiens platforms such as IDIT, CoreSuite, and ReinsurancePro.
Cloud and SaaS experience.
Underwriting or actuarial background.
Technical skills for data analysis or a business analysis certification.

Responsibilities

Join critical situations early and rapidly diagnose how the product, configuration, data, and customer business processes interact.
Analyze business requirements, product behavior, logs, and data extracts, and test hypotheses to identify causes.
Use approved AI tools to accelerate analysis of logs, documentation, and past cases, verifying outputs before relying on or sharing them.
Define a working fix or safe workaround to stabilize live customer operations and agree on implementation with Engineering and Delivery.
Translate business impact into clear requirements, expected behavior, and acceptance criteria for fixes.
Work with Engineering, Delivery, and CloudOps to implement and verify fixes, remaining accountable until the customer confirms resolution.
Design and assess unconventional solutions, including process changes or configuration alternatives, and evaluate business and product risks.
Find and document the root cause of each escalation and verify that the fix holds.
Prevent recurrence, with a stated goal that no stabilized escalation recurs within 90 days.
Turn cases into reusable diagnostics and fixes and add them to the playbook each quarter.
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.
Collaborate with Support, Delivery, Engineering, and Product to hand over fixes and share product knowledge.
Apply expertise in one insurance line of business and relevant Sapiens products to assess business impact and define correct behavior.
Stay current with Sapiens platform releases and customer configurations.
Provide Product Management with feedback about gaps, defects, and enhancement needs revealed by critical situations.