Business Support Analyst

Zscaler; Sahibzada Ajit Singh Nagar; Hybrid; INR 350,000 - 650,000; Full time

Benefits offered by this job

Health plans

Vacation & sick time

Parental leave

Retirement plan

Education reimbursement

In-office perks

Job summary

Zscaler in Mohali, India (Hybrid) is seeking a Business Support Analyst (L1) – LMS & AI Specialist. You will deliver first-line platform support for Cornerstone OnDemand and Letter AI, while building AI agents and automations to reduce repetitive work.

You will author and test AI prompts, manage CSOD configurations, and help automate support workflows. This entry-level role requires foundational AI/ML knowledge and 0–2 years SaaS/LMS experience, with a bias for action and collaboration.

Qualifications

• Foundational AI/ML understanding and ability to optimize outcomes.
• Bachelor's degree in CS/IS/HR or 0–2 years in SaaS support or LMS administration.
• Working knowledge of Cornerstone OnDemand or related enterprise SaaS platforms.
• Hands-on experience or project work building no-code/low-code automations and prompt engineering for structured outputs.

Responsibilities

• Provide L1 support for CSOD and Letter AI within defined SLAs.
• Build AI agents and low-code automations using Copilot Studio and Power Automate to streamline tasks.
• Author, test, and maintain AI prompts and knowledge-base content.
• Perform CSOD configurations, release testing, and escalation management with diagnostics.
• Document support workflows and track metrics for automation backlog.

Skills

AI/ML basics

SaaS support

LMS administration

No-code/low-code automation

Prompt engineering

Cornerstone OnDemand familiarity

ITSM familiarity

REST API concepts

Education

Bachelor's degree in CS/IS/HR

Tools

Cornerstone OnDemand

Copilot Studio

Power Automate

Zapier

Job description

Zscaler (NASDAQ: ZS) accelerates digital transformation so customers can be more agile, efficient, resilient, and secure. The Zscaler Zero Trust Exchange platform protects thousands of customers from cyberattacks and data loss by securely connecting users, devices, and applications in any location. Distributed across 200+ public data centers globally and thousands of private sites at the edge, the SASE-based Zero Trust Exchange is the world’s largest in-line cloud security platform.

We believe the future of work is Human + AI and are building an AI-native enterprise where human potential is amplified by machine intelligence to solve the world’s hardest security challenges. Driven by deep customer obsession, we are committed to the mission, outcome, and to each other. We bring these commitments to life through three core behaviors: ownership and collaboration, trust through outcomes and impact, and a challenge culture with ongoing feedback. Ready to make an impact at the company pioneering security transformation in the AI era? Join us at Zscaler.

Role

We are looking for a Business Support Analyst (L1) — LMS & AI Specialist to join our team. This is a Mohali, India (Hybrid) role, reporting to the Manager, Business Applications Support in the IT / Digital Employee Experience department. This position is designed for an entry-level professional eager to eliminate repetitive manual work by building AI agents and automating enterprise workflows. You will deliver first-line platform support for Cornerstone OnDemand and Letter AI while leveraging intelligent tools to transform the digital employee experience.

What You’ll Do (Role Expectations)

• 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

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
• 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

What Will Make You Stand Out (Preferred Qualifications)

• 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

Benefits

Our Benefits program is one of the most important ways we support our employees. Zscaler proudly offers comprehensive and inclusive benefits to meet the diverse needs of our employees and their families throughout their life stages, including:

• Various health plans
• Time off plans for vacation and sick time
• Parental leave options
• Retirement options
• Education reimbursement
• In-office perks, and more!

Learn more about Zscaler's hybrid working model and benefits here.

By applying for this role, you adhere to applicable laws, regulations, and Zscaler policies, including those related to security and privacy standards and guidelines.

Zscaler is committed to providing equal employment opportunities to all individuals. We strive to create a workplace where employees are treated with respect and have the chance to succeed. All qualified applicants will be considered for employment without regard to race, color, religion, sex (including pregnancy or related medical conditions), age, national origin, sexual orientation, gender identity or expression, genetic information, disability status, protected veteran status, or any other characteristic protected by federal, state, or local laws.

See more information by clicking on the Know Your Rights: Workplace Discrimination is Illegal link.

Pay Transparency

Zscaler complies with all applicable federal, state, and local pay transparency rules.

Zscaler is committed to providing reasonable support (called accommodations or adjustments) in our recruiting processes for candidates who are differently abled, have long term conditions, mental health conditions or sincerely held religious beliefs, or who are neurodivergent or require pregnancy-related support.