Business Support Analyst

Overview

Entry-level Business Support Analyst (L1) role providing first-line platform support for Cornerstone OnDemand and Letter AI while building AI agents and automations to reduce repetitive manual work in the digital employee experience.

What you'll do

• Provide L1 support and functional troubleshooting for Cornerstone OnDemand and Letter AI platforms while handling user issues within defined SLAs
• Build and deploy AI agents and low-code automations using Copilot Studio and Power Automate to streamline recurring support tasks and ticket workflows
• Author, test, and maintain generative AI prompts and prompt libraries for knowledge base creation, ticket responses, and SOP generation
• Perform basic CSOD platform configurations, release impact testing, and escalation management with complete diagnostic details
• Document support workflows and track operational metrics to identify repetitive tasks for the team automation backlog

What you'll need

• Foundational understanding of AI/ML technologies and experience leveraging, securing, or positioning AI-driven solutions to optimize outcomes within your functional domain
• Bachelor's degree in Computer Science, Information Systems, Human Resources, or 0–2 years of experience in SaaS application support or LMS administration
• Working knowledge of Cornerstone OnDemand (CSOD) Learning module or related enterprise SaaS platforms
• Hands-on experience or project work building no-code/low-code automations (Copilot Studio, Power Automate, Zapier) alongside prompt engineering proficiency to generate structured LLM outputs for support documentation and workflows
• Familiarity with ITSM ticketing tools, basic REST API concepts, and developer tools for frontend troubleshooting

Nice to have

• Demonstrate a proven ability to leverage AI technologies and workflows to drive measurable operational efficiency
• Practical portfolio demonstrating custom AI agents or automated workflow solutions built for enterprise helpdesk and HR tech environments
• Active certifications in Microsoft Power Platform Fundamentals (PL-900), Copilot Studio, or Cornerstone Core Specialist

Details

• Location: Mohali, India (Hybrid); also listed as Bangalore and Pune, India
• Work mode: Hybrid
• Reports to the Manager, Business Applications Support in the IT / Digital Employee Experience department