Technical Support Analyst - Cigna Healthcare at Cigna in Bengaluru

Job description

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