Business Support Analyst

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