# Technical Support Analyst

**Company**: Cigna International Health
**Location**: Bangalore
**Experience**: senior
**Job type**: full-time
**Category**: IT
**Industry**: Healthcare

**Apply**: https://cigna.wd5.myworkdayjobs.com/en-US/cignacareers/job/Bengaluru-India/IH-Salesforce-Production-Support---Cigna-Healthcare_26011472-1?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/jobs/job_085e2653-5d4

## Description

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.

**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.

### 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.

### 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.

### 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.

**Required Skills and Experience**

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

- Practical administration experience across Sales Cloud, Service Cloud, and 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.

**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.

## Skills

### Required
- Salesforce Administration
- Sales Cloud
- Service Cloud
- Experience Cloud
- User Lifecycle Management
- Access Management
- Declarative Configuration
- Data Maintenance
- Reporting
- Operational Support

### Nice to have
- ServiceNow
- Salesforce Certified Administrator
- Health Insurance
- Healthcare
- Regulated Environment

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Source: [Apply at cigna.wd5.myworkdayjobs.com](https://cigna.wd5.myworkdayjobs.com/en-US/cignacareers/job/Bengaluru-India/IH-Salesforce-Production-Support---Cigna-Healthcare_26011472-1?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)