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

📌 IH Salesforce Production Support (Bengaluru)
🏢 The Cigna Group
📍 Bengaluru