IH Salesforce Production Support - Cigna Healthcare

Overview

Hands-on Salesforce administration and production support for Salesforce applications used across Cigna International Health, covering Sales Cloud, Service Cloud and Experience Cloud, with ServiceNow incident management.

What you'll do

• Create, update, activate, freeze and deactivate Salesforce users in line 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.
• Maintain evidence of approvals and completed access changes where required for audit or control purposes.
• Configure and maintain Salesforce using approved declarative, clicks-not-code capabilities, including standard and custom objects, fields, page layouts, record types, list views, queues, assignment rules, validation rules, reports and dashboards.
• Assist with basic Salesforce Flow configuration and troubleshooting within the role's approved administrative scope.
• 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.
• 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, with validation and reconciliation before and after 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.
• Monitor and manage incidents and support requests assigned through ServiceNow, confirming symptoms and business impact and assigning tickets to the appropriate support group.
• Investigate common Salesforce and supported application issues, including user access, permissions, configuration, data, workflow and functional errors, and identify a resolution, workaround or escalation path.
• Maintain accurate ticket states, record meaningful work notes, provide timely customer updates, reassign incidents promptly with documented reasons, and complete accurate resolution information.
• Escalate major, high-impact, recurring, security-related or technically complex incidents in accordance with established support procedures.
• Create and maintain clear operational documentation, runbooks, support procedures, troubleshooting guides and knowledge articles.
• Identify repetitive, manual or error-prone activities suitable for controlled automation, and contribute to the design, testing, documentation and monitoring of low-risk automation.
• Recommend improvements that increase support efficiency, data quality, customer experience, control effectiveness or service reliability.
• Work effectively with geographically distributed colleagues across business, production support, identity and access management, security, product, engineering and development teams.
• Translate technical issues into clear, practical information for both technical and nontechnical stakeholders.

What you'll need

• 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.
• Experience performing controlled data imports, exports, corrections, bulk updates and data-quality activities.
• Demonstrated experience supporting production applications and investigating user, access, configuration, data and functional issues.
• Ability to maintain accurate technical documentation, ticket records, change evidence and audit trails.
• Strong attention to detail and a disciplined approach to security, data protection, operational risk and change control.
• Strong written and verbal communication skills, with the ability to work effectively with technical and nontechnical stakeholders.
• Ability to prioritize assigned work, work independently within defined procedures, and recognize when escalation is required.

Nice to have

• 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.
• Experience with access reviews, audit evidence, segregation-of-duties controls, or identity and access management processes.
• Familiarity with Agile delivery, Jira, Confluence, knowledge management, release-readiness activities, user acceptance testing and smoke testing.
• Exposure to application-monitoring or log-analysis tools such as Dynatrace or Splunk.
• Experience identifying opportunities to automate recurring administrative or support activities.

Details

• Full-time position based in Bangalore, India.
• Reports to the Cloud Support Manager.
• Primarily a Salesforce administration and production-support role, not a Salesforce developer or solution-architect role; custom development, complex integrations, architecture decisions, privileged actions and high-risk production changes are referred to senior administrator, engineering, architecture, security or development teams.