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.