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