Senior Business Support Analyst - Service Cloud

About Zscaler Zscaler accelerates digital transformation to ensure our customers can be more agile, efficient, resilient, and secure. As an AI-forward enterprise, we are constantly pushing the envelope, leveraging the world’s largest security data lake to power our cloud-native Zero Trust Exchange platform. This innovation protects our customers from cyberattacks and data loss by securely connecting users, devices, and applications in any location. Here, impact in your role matters more than title and trust is built on results. We say, impact over activity. We seek innovators who actively use AI to amplify their impact and who thrive in an environment where we leverage intelligent systems to stay ahead of evolving threats. We believe in transparency and value constructive, honest debate—we’re focused on getting to the best ideas, faster. We build high-performing teams that can make an impact quickly and with high quality. To do this, we are building a culture of execution centered on customer obsession, collaboration, ownership, and accountability. We value high-impact, high-accountability with a sense of urgency where you’re enabled to do your best work and embrace your potential. If you’re driven by purpose, thrive on solving complex challenges, and want to be part of the team that’s helping to secure the AI age, we invite you to bring your talents to Zscaler and help shape the future of cybersecurity. Role We are looking for a Senior Business Support Analyst to join our team. This is a hybrid based in Bangalore role, reporting to the Manager, Business Applications Support in the Service Cloud Support department. As a Business Support System Analyst within this team, you will be responsible for managing and supporting System Tasks, Initiatives, and Projects that support our Customer Success team. What you’ll do (Role Expectations) - Develop and maintain Salesforce Admin capabilities including Validation Rules, Profiles, Role hierarchy, Flows, Email notifications, templates, Sharing settings, OWD, Email to Case, Field Dependencies, Permission sets, and Managed Packages - Conduct testing, troubleshooting, and bug fixing to ensure the accuracy of Salesforce processes - Manage queues, incidents, and major incidents while strictly adhering to established Ticket/Incident SLAs - Execute Sandbox Refresh and post-sandbox refresh activities - Collaborate cross-functionally with Dev, BSA, BI, and business stakeholders to manage multiple tasks with precision Who You Are (Success Profile) - You thrive in ambiguity. You're comfortable building the path as you walk it. You thrive in a dynamic environment, seeing ambiguity not as a hindrance, but as the raw material to build something meaningful. - You act like an owner. Your passion for the mission fuels your bias for action. You operate with integrity because you genuinely care about the outcome. True ownership involves leveraging dynamic range: the ability to navigate seamlessly between high-level strategy and hands-on execution. - You are a problem-solver. You love running towards the challenges because you are laser-focused on finding the solution, knowing that solving the hard problems delivers the biggest impact. - You are a high-trust collaborator. You are ambitious for the team, not just yourself. You embrace our challenge culture by giving and receiving ongoing feedback—knowing that candor delivered with clarity and respect is the truest form of teamwork and the fastest way to earn trust. - You are a learner. You have a true growth mindset and are obsessed with your own development, actively seeking feedback to become a better partner and a stronger teammate. You love what you do and you do it with purpose. What We’re Looking for (Minimum Qualifications) - Foundational understanding of AI/ML technologies and experience leveraging, securing, or positioning AI-driven solutions to optimize outcomes within your functional domain - 5-7 years of experience with Salesforce (Service Cloud), with a deep understanding of Service Cloud related objects such as Case, Case Feed, SLA, Milestones, Contact Center, Escalation, Knowledge, Support Portal, Survey, chatbot, and Skills - Strong understanding of SFDC Admin functionality encompassing object management, security models, FLS, Lightning App Builder, and Lightning, alongside solid knowledge of integrations, automations, and reporting capabilities - Proven experience working with JIRA, Asana, Confluence, and ServiceNow - Ability to work in a rotational shift and manage tasks effectively to meet tight deadlines What Will Make You Stand Out (Preferred Qualifications) - Experience configuring, troubleshooting, or optimizing Salesforce Einstein AI features, including Einstein Case Classification, Einstein Copilot, or Next Best Action to enhance support efficiency - Knowledge of deployment-related activities and tools such as Copado - Understanding of APIs, Batch Jobs, Apex code, Macros, Excel, S