IH Salesforce Production Support - Cigna Healthcare

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About the role

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, incompl

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