Business Support Analyst

About the Role

Zscaler is seeking a Business Support Analyst (L1) — LMS & AI Specialist for a hybrid role in Mohali, India. This entry-level position is within the IT / Digital Employee Experience department, reporting to the Manager, Business Applications Support. The role focuses on eliminating repetitive manual work through AI agent development and enterprise workflow automation, while providing first-line support for Cornerstone OnDemand and Letter AI to enhance the digital employee experience.

Key Responsibilities

• Provide L1 support and functional troubleshooting for Cornerstone OnDemand and Letter AI platforms, resolving user issues within defined SLAs.
• Build and deploy AI agents and low-code automations using Copilot Studio and Power Automate to streamline 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 detailed diagnostics.
• Document support workflows and track operational metrics to identify repetitive tasks for the team automation backlog.

Requirements & Tech Stack

• Foundational understanding of AI/ML technologies.
• Experience leveraging, securing, or positioning AI-driven solutions.
• 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 (e.g., Copilot Studio, Power Automate, Zapier).
• Prompt engineering proficiency for generating structured LLM outputs.
• Familiarity with ITSM ticketing tools.
• Understanding of basic REST API concepts.
• Experience with developer tools for frontend troubleshooting.

Qualifications

• Bachelor's degree in Computer Science, Information Systems, Human Resources.
• 0–2 years of experience in SaaS application support or LMS administration.

Preferred Qualifications

• Proven ability to leverage AI technologies and workflows to drive measurable operational efficiency.
• Practical portfolio demonstrating custom AI agents or automated workflow solutions.
• Active certifications in Microsoft Power Platform Fundamentals (PL-900), Copilot Studio, or Cornerstone Core Specialist.