DescriptionOur Purpose:
At 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 Description
The Support Analyst plays a critical role in managing the integrity of service data, vendor contracts, and compliance frameworks. This position is essential in ensuring seamless transitions from services to production support, responding to hotfixes and security incidents, and managing communication with customers regarding product updates and regulatory changes.
Key Responsibilities:
- Service to Support Transition Management:
Coordinate and manage the smooth transition of accounts from implementation to production support. Develop comprehensive transition plans, execute milestones, and ensure uninterrupted service delivery.
- NCCI and Escode Vendor Management:
Oversee relationships with key vendors, ensuring that contracts are up-to-date and service level agreements (SLAs) are consistently met. Monitor vendor performance and enforce accountability to contractual obligations.
- Escrow Deposit Account Compliance:
Ensure compliance with escrow deposit requirements as outlined in SaaS agreements. Define, monitor, and enforce policies and procedures to maintain timely and accurate deposit cadences.
- ServiceNow Data Integrity:
Maintain accurate records in the ServiceNow platform, including customer entitlements, account team assignments, product versions, and support ownership. Conduct regular audits to ensure data accuracy and completeness.
- ISO Bureau Customer Notification:
Partner with the Majesco Product team to craft and distribute clear, timely communications to customers regarding changes in ISO Bureau adoption schedules or impacts.
- Hotfix/Security Incident Response:
Collaborate with cross-functional teams including Product, Support, IT, and Security to manage hotfix and incident response. Ensure timely resolution, proper documentation, and proactive customer communication regarding release plans.
Skills / Attributes Required:
- Strong project coordination and execution skills
- Excellent communication and stakeholder management abilities
- Detail-oriented with a focus on data accuracy and compliance
- Ability to work cross-functionally across teams and vendors
- Familiarity with ITSM platforms (e.g., ServiceNow)
- Understanding of SaaS environments, service transition, and support models
- Experience with incident response, change management, and hotfix deployment
Qualifications:
- Bachelor's degree in Computer Science, Information Systems, Business Administration, or a related field
- 3–5 years of experience in IT Support, Service Management, or a related operational role
- Experience with vendor management and contract compliance
- Exposure to ISO standards and escrow account management is preferred
- ITIL certification is a plus