Hybrid Pan India 5–8 yrs Apply by Nov 12, 2026

J0826-2155_Senior Igloo Support Specialist_0000571389 1

Join Techila's team of Salesforce experts. We build senior-led transformations that deliver measurable outcomes for clients worldwide.

Experience

5–8 yrs

Employment Type

Full time

Openings

1 position

Apply By

Nov 12, 2026

Required Skills

Igloo Support Specialist

Job Description

JD:

- Job Details

 Position title

Senior Intranet Support Specialist

Department

IT Operations / Application Support

Reports to

Manager Application Support

Role type

Senior specialist / expert support role

Prepared for

Boels Group

- Overall Job Purpose

The Senior Intranet Support Specialist is responsible for providing advanced functional and technical support for the Intranet platform. The role acts as the expert escalation point for complex incidents, recurring problems, configuration questions and implementation-related topics. The specialist ensures that Intranet remains stable, secure, well governed and aligned with business needs across the organisation.

In addition to resolving advanced support issues, the role advises IT, business stakeholders and project teams on the right direction for Intranet changes, integrations, authentication, user provisioning, access management, platform improvements and implementation choices. The Senior Intranet Support Specialist contributes to operational excellence by documenting standards, improving support processes and guiding less experienced support colleagues.

- Key Accountabilities

Advanced Support and Troubleshooting

Act as senior escalation point for complex Intranet incidents, access issues, authentication problems, provisioning failures, performance concerns and platform behaviour that cannot be solved by first- or second-line support. Analyse root causes of recurring issues and propose structural improvements to prevent repeated disruption. Coordinate troubleshooting across internal IT teams, service desk, infrastructure, identity management, security teams and external vendors where needed. Ensure incidents are handled according to agreed priorities, service levels and business impact. Platform Expertise and Advisory

Provide expert advice on Intranet configuration, authentication, user provisioning, access groups, platform structure and governance. Advise stakeholders on the best direction for platform changes, improvement initiatives and implementation choices.



Assess the operational impact, risks and dependencies of proposed changes before implementation. Translate business needs into practical and supportable Intranet solutions while ensuring alignment with IT standards and security requirements. Implementation and Change Support

Support Intranet -related implementations, enhancements and configuration changes from assessment through testing, deployment and operational handover. Prepare implementation guidance, validation steps, rollback considerations and operational acceptance criteria. Participate in change management activities and ensure changes are properly documented, communicated and approved. Verify that support teams are ready to operate new or changed Intranet functionality after go-live. Knowledge Management and Process Improvement

Create and maintain clear support documentation, troubleshooting guides, knowledge articles and operational procedures for Intranet support. Identify gaps in existing support processes and propose improvements to improve service quality, response time and user experience. Coach and guide service desk and application support colleagues in resolving common Intranet issues. Contribute to standardisation of ticket handling, escalation routes and communication towards business users. 4. Performance Indicators

Resolution time for complex Intranet incidents and escalations. Reduction of recurring Intranet -related incidents through effective problem management. Quality and completeness of support documentation and knowledge articles. Successful implementation of agreed Intranet changes without avoidable disruption. Stakeholder satisfaction with advisory support, communication and solution quality. Compliance with security, access management and change management standards. 5. Communications and Working Relationships

Internal: Service Desk, Application Support, Infrastructure, Identity and Access Management, Security, IT Service Delivery, business stakeholders, key users and project teams.

External: Intranet vendor support, implementation partners,



managed service providers and other technical suppliers involved in authentication, user provisioning, integrations or platform support.

- Boundaries and Decision-Making Authority

The Senior Intranet Support Specialist operates within agreed IT governance, security policies and change management processes. The role is authorised to analyse complex issues, recommend technical or functional solutions, coordinate troubleshooting activities, advise on implementation direction and validate operational readiness. Strategic platform decisions, budget decisions, major architectural changes and supplier Full Time changes are escalated to the responsible manager or governance body.

- Qualifications, Experience and Skills

Bachelor’s degree in Information Technology, Computer Science, Business Information Management or equivalent working experience. Minimum 5–8 years of experience in application support, digital workplace support, service management or enterprise platform support. Strong experience resolving complex incidents and coordinating cross-functional troubleshooting. Knowledge of digital workplace platforms, Microsoft identity concepts, Active Directory, SSO, user provisioning and access group management. Strong understanding of ITIL-based incident, problem, change and request management processes. Ability to advise stakeholders, explain technical concepts clearly and translate business needs into practical solutions. Strong analytical, documentation, communication and stakeholder management skills. Fluent in English.

Regards,

At a Glance

Work ModeHybrid

EmploymentFull-time

Experience5–8 yrs

Openings1

LocationPan India

DeadlineNov 12, 2026

[ Hiring process ]

What to expect

Four stages, typically completed within 2–3 weeks. We respect your time — every stage has a clear purpose and timely feedback.

- STEP 0130 min

Screening Call

Introductory conversation with our talent team to understand your background and motivations.

- STEP 0260–90 min

Technical Round

Live problem-solving with a senior architect on Salesforce design, integrations, or domain depth.

- STEP 0345 min

Culture Fit

Conversation with practice leadership covering working style, ownership, and how you collaborate.

- STEP 04Within 5 days

Offer

Formal offer with full compensation breakdown, start date, and onboarding plan.

📌 -2155_Senior Igloo Support Specialist_0000571389 1 (India)
🏢 Techila Global Services
📍 India