IH Salesforce Production Support - Cigna Healthcare

Technical Support Analyst

Position Information

• Job Title: Technical Support Analyst

• Function: Production Support / Salesforce Support

• Employment Type: Full-time

• Location: Bangalore

• Reports To: Cloud Support Manager

Role Purpose

The Technical Support Analyst is a hands-on member of the Production Support team, responsible for supporting and maintaining Salesforce applications used across Cigna International Health.

The primary focus of the role is day-to-day Salesforce administration across Sales Cloud, Service Cloud, and Experience Cloud, including user lifecycle management, access and permissions, declarative configuration, data maintenance, reporting, and operational support. The role also investigates and manages application incidents through ServiceNow, working with business users, technical teams, and senior support colleagues to restore service, meet agreed service levels, and provide a high standard of customer support.

The successful candidate will work with appropriate autonomy, prioritize their workload, and deliver accurate, controlled, and well-documented outcomes. They will escalate work requiring development, architecture decisions, elevated privileges, or higher-risk production changes.

Key Responsibilities

Salesforce Administration and User Access

• Create, update, activate, freeze, and deactivate Salesforce users in accordance with approved access requests and user lifecycle procedures.

• Maintain user access through profiles, roles, permission sets, permission set groups, licenses, queues, public groups, and other approved access mechanisms.

• Investigate and resolve common login, visibility, permission, object-access, field-access, and record-access issues.

• Maintain access hygiene by reviewing assignments, identifying inappropriate or obsolete access, and supporting periodic access reviews.

• Apply least-privilege and segregation-of-duties principles, escalating privileged, unusual, or high-risk access requests to the appropriate security, identity-management, or senior Salesforce resource.

• Maintain clear evidence of approvals and completed access changes where required for audit or control purposes.

Declarative Configuration and Platform Maintenance

• Configure and maintain Salesforce using approved declarative, “clicks-not-code” capabilities.

• Support routine changes to standard and custom objects, fields, page layouts, record types, list views, queues, assignment rules, validation rules, reports, dashboards, and other administrative configurations.

• Assist with basic Salesforce Flow configuration and troubleshooting where the requirement is within the role’s approved administrative scope.

• Perform configuration and operational support across Sales Cloud, Service Cloud, and Experience Cloud.

• Validate changes in an appropriate lower environment before production implementation, following established testing, approval, deployment, and post-implementation validation procedures.

• Monitor the impact of routine Salesforce releases and support low-risk readiness or validation activities.

• Escalate requirements involving Apex, Lightning Web Components, complex integrations, architecture changes, or development-intensive solutions.

Data Maintenance and Reporting

• Maintain Salesforce data accurately and securely, including approved record creation, updates, corrections, ownership changes, and controlled bulk activities.

• Support data imports, exports, and mass updates using authorized tools and documented procedures.

• Complete appropriate validation and reconciliation before and after data changes.

• Identify duplicate, incomplete, obsolete, or inconsistent information and work with data owners to improve data quality.

• Create and maintain standard reports and dashboards to support operational and business requirements.

• Protect sensitive information and avoid unapproved data deletion, extraction, or other high-risk data activity.

• Maintain traceable records of approvals, test results, data files, outcomes, and rollback information where required.

Incident and Application Support

• Monitor and manage incidents and support requests assigned through ServiceNow.

• Review ticket information, confirm the reported symptoms and business impact, and gather any additional information required to investigate the issue.

• Validate that the correct application or configuration item is recorded and ensure the incident is assigned to the appropriate support group.

• Investigate common Salesforce and supported application issues, including user access, permissions, configuration, data, workflow, and functional errors.

• Reproduce issues where appropriate, review available documentation and known issues, and identify a resolution, workaround, or appropriate escalation path.

• Maintain accurate ticket states and remain aware of applicable responses and resolution of SLAs.

• Record meaningful internal investigation details, actions taken, dependencies, and escalation of information in work notes.

• Provide clear and timely customer updates through the appropriate customer-visible ServiceNow fields.

• Reassign incidents promptly when another team is required, documenting the reason for reassignment.

• Complete accurate resolution information and clear resolution notes before resolving a ticket.

• Escalate major, high-impact, recurring, security-related, or technically complex incidents in accordance with established support procedures.

Documentation, Automation, and Continuous Improvement

• Create and maintain clear operational documentation, runbooks, support procedures, troubleshooting guides, and knowledge articles.

• Identify repetitive, manual, or error-prone activities that may be suitable for controlled automation.

• Contribute to the design, testing, documentation, and ongoing monitoring of low-risk automation solutions.

• Recommend improvements that increase support efficiency, data quality, customer experience, control effectiveness, or service reliability.

Collaboration and Customer Service

• Work effectively with geographically distributed colleagues across business, production support, identity and access management, security, product, engineering, and development teams.

• Translate technical issues into clear, practical information for both technical and nontechnical stakeholders.

• Manage assigned work with appropriate autonomy, balancing priorities, risk, business impact, and SLA commitments.

• Provide accurate, professional, and customer-focused communication throughout requests and incidents.

• Seek guidance when requirements are unclear and escalate promptly when an issue exceeds the role’s authority or technical scope.

Required Skills and Experience

• Minimum of three years of professional experience working as a Salesforce Administrator.

• Practical administration experience across:

• Sales Cloud

• Service Cloud

• Experience Cloud

• Strong hands-on experience with Salesforce user provisioning, deactivation, access management, profiles, roles, permission sets, permission set groups, licenses, queues, and public groups.

• Experience configuring standard and custom objects, fields, page layouts, record types, list views, validation rules, assignment rules, reports, and dashboards.

• Experience with declarative Salesforce administration and basic Flow configuration or troubleshooting.

• Experience performing controlled data imports, exports, corrections, bulk updates, and data-quality activities.

• Demonstrated experience supporting production applications and investigating user, access, configuration, data, and functional issues.

• Ability to maintain accurate technical documentation, ticket records, change evidence, and audit trails.

• Strong attention to detail and a disciplined approach to security, data protection, operational risk, and change control.

• Strong written and verbal communication skills, with the ability to work effectively with technical and nontechnical stakeholders.

• Ability to prioritize assigned work, work independently within defined procedures, and recognize when escalation is required.

Preferred or Desirable Skills

• Working knowledge of ServiceNow, including incident handling, work notes, customer updates, resolution information, and SLA awareness.

• Salesforce Certified Administrator credential.

• Experience supporting Salesforce in a health insurance, healthcare or other regulated environment.

• Experience with access reviews, audit evidence, segregation-of-duties controls, or identity and access management processes.

• Familiarity with Agile delivery, Jira, Confluence, knowledge management, release-readiness activities, user acceptance testing, and smoke testing.

• Exposure to application-monitoring or log-analysis tools such as Dynatrace or Splunk.

• Experience identifying opportunities to automate recurring administrative or support activities.

Behaviors and Competencies

• Customer focused: Provides responsive, accurate, and professional support.

• Team player: Collaborates openly across geographic, business, and technical boundaries.

• Problem solver: Investigates methodically and uses evidence to reach sound conclusions.

• Autonomous: Takes ownership of assigned work while escalating appropriately.

• Process minded: Follows documented controls and maintains complete, traceable records.

• Security and risk aware: Protects access, data, system stability, and audit integrity.

• Curious and adaptable: Learns unfamiliar applications and business processes confidently.

• Continuous-improvement driven: Challenges inefficient manual processes and proposes safe, practical improvements.

• Clear communicator: Explains technical matters effectively to different audiences.

• Dependable: Manages priorities and delivers work to agreed time and quality expectations.
  

Scope of the Role

This is primarily a Salesforce administration and production-support position, not a Salesforce developer or solution-architect role. The analyst is expected to complete routine declarative configuration and operational support independently within approved procedures. Custom development, complex integration work, architecture decisions, privileged actions, and high-risk production changes must be referred to the appropriate senior administrator, engineering, architecture, security, or development team.

Measures of Success

Success in the position will be demonstrated through:

• Timely and accurate completion of user lifecycle and access requests.

• Achievement of applicable incident and request SLAs.

• High-quality investigation notes, customer communications, and resolution records.

• Secure, accurate, and controlled Salesforce configuration and data maintenance.

• Complete change, approval, testing, and audit evidence.

• Effective escalation of work outside administrative scope.

• Current, usable operational documentation and knowledge articles.

• Measurable contribution to automation, process improvement, and reduced recurring support efforts.