Senior Lead Analyst, Technical Support

Majesco

  • USA
  • $85,000-118,000 per year
  • Permanent
  • Full-time
  • 1 month ago
Job Description:Our PurposeAt Majesco, we believe in connecting people and businesses to Insurance in ways that are Innovative, Hyper-Relevant, Compelling, and Personal. We bring together the brightest minds to build the future of Insurance; a world where Insurance makes life and business easier, more connected, and better protected.If you are passionate about the power and possibilities that cloud technologies have unleashed and are looking to deliver transformative and innovative solutions that transform the customer experience, come join us!Job OverviewAs a Life & Annuity Health Business Systems Analyst (BSA) in Technical Support organization, you play a critical role in ensuring that the company's technical infrastructure and business processes are aligned with its strategic goals. This techno-functional role is client facing and requires a blend of technical knowledge and business acumen to provide effective support to both internal and external stakeholders. This is a hands-on position where you will actively work with the customer(s) while collaborating with stakeholders and team members to ensure that the business systems meet the organization's requirements and provide a seamless experience to end-users.Responsibilities:
  • Responsible for providing day-to-day guidance and hands-on technical support to customers by troubleshooting technical issues, providing guidance on system usage, and responding to user inquiries. This may involve providing training to end users, troubleshooting technical issues on insurance domain, performing L1/L2 triage on ServiceNow, and escalating issues to Product and Implementation teams as needed.
  • Sense of urgency to handle incidents and problem management with the ability to thrive in a rapid and fast-paced environment.
  • Collaborate and work closely with various stakeholders (Dev, QA team, Partners) to ensure that business requirements are converted to actual solutions.
  • Deliver a superior customer experience by effectively understanding the incidents logged by the customer, complete root cause analysis, providing the business impact, and delivering the Production Support releases to resolve defects and process change requests to the customer.
  • Create documentation for technical solutions and processes, including technical specifications, requirements, and user guides. This documentation will be used by technical teams, other business analysts, and end users.
  • Understand customer requirements and map them to Majesco Product features; also liaise with Product teams to provide feedback to develop the product roadmap.
  • Liaise with cross-functional groups internally for dependencies (ex: Product and Delivery) to ensure customer issues are addressed.
  • Comfortable working remotely and able to work across time zones and with remote teams.
  • Engage in client discussions and capture requirements / specs based on interaction with the client's business users.
  • Identify the new product features which must be added or required for business users and give understanding & demonstration to the team.
  • Provide requirement clarification for Production incidents to the Development team and support functional queries to the QA team.
  • Ability to learn, understand and make use of Majesco PRASE Scripting language used for L&A product configurations and features.
  • Provide Support for the Business Rules Engine Configuration, Product Workflow, and data extraction requests.
  • Provide and/or coordinate training for the new hires.
All About You/Qualifications
  • Bachelor's degree in computer science, Information Technology, or related field.
  • Extensive and demonstrable experience at least 10+ years in the North American L&A industry.
  • Excellent business and domain knowledge of the North American Life & Annuity Insurance industry, especially in Policy Administration System (PAS) / Billing / Claims implementations is a must.
  • Experience working with Oracle SQL and PL/SQL databases and writing queries to help with data extraction.
  • Knowledge and working experience of agile methodology is mandatory.
  • Experience in drool/any business rule engine tools is required.
  • Knowledge of Core JAVA and J2EE concepts.
  • Knowledge of Web services.
  • Should preferably have development background.
  • Experience and ability to collaborate with multiple teams.
  • Excellent communication and interpersonal skills.
  • Strong analytical and problem-solving skills.
  • Highly organized and able to balance multiple priorities in a fast-paced environment.
  • Ability to work independently, remotely, and as part of a team.
  • Knowledge of project management tools is a plus.
What Majesco Offers:Majesco is committed to equal pay and transparency. The annual base salary range for this position is $85,000 - $118,000.Please note that the salary range information provided is a general guideline and combines all of the distinct labor markets within the US. It is uncommon for an individual to be hired at or near the top of the range for their role and compensation decisions are dependent on a variety of factors. Majesco considers factors such as (but not limited to) scope and responsibilities of the position, candidate's work experience, candidate's work location, education/training, key skills, internal peer equity, external market data, as well as market and business considerations when making compensation decisions.At Majesco, we offer a comprehensive employee benefits package with most coverage starting on Day One. Our benefits package includes, but is not limited to: Medical, dental & vision insurance; employer-funded HSA coordinating with a high-deductible health plan; FSA; short-term/long-term disability; Life/AD&D insurance; 401(k), flexible time off, paid sick days & 11 paid holidays; paid parental/bonding leave; career anniversary leave and other voluntary benefits.About Us:Majesco is a leading insurance solutions and services provider.Majesco's software for core insurance functions include Policy Administration, Underwriting, New Business Processing, Billing, Claims, Product Modeling, Incentive Compensation and Producer Life cycle Management. Additionally, Majesco offers consulting and insurance specific IT services for testing, data conversion, data-warehousing/BI, mobility, enterprise integration and BPM. Majesco specializes in connecting people and business to insurance in ways that are innovative, hyper-relevant, compelling and personal. Our technology, expertise and leadership helps insurers modernize, innovate and connect to build the future of their business - and the industry - at speed and at scale.Majesco is an inclusive equal opportunity employer and complies with federal, state and local laws regarding equal employment opportunity. Qualified applicants are considered without regard to race, color, national origin, religious beliefs, sex (including pregnancy), age, disability, sexual orientation, gender identity or expression, citizenship status, military status, genetic information, or any other basis protected by federal, state and/or local employment laws.If you require accommodations or assistance to complete the online application process, please contact and identify the type of accommodation or assistance you are requesting and your contact information. Do not include any medical or health information in this email. This email alias is not for the general submission of application materials and any application materials submitted through this alias will not be considered. In addition, Majesco will not provide a response to inquiries made to that are not related to accessibility of the online application system by persons with disabilities.

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