Business Support Analyst (LMS Admin)

The role

You will provide first-line (L1) support and troubleshooting for Cornerstone OnDemand and Letter AI platforms. You will also build AI agents and low-code automations with Copilot Studio and Power Automate to reduce repetitive support work.

What you will do

• Provide L1 support and functional troubleshooting for Cornerstone OnDemand and Letter AI, within defined SLAs
• Build and deploy AI agents and low-code automations with Copilot Studio and Power Automate for recurring support tasks and ticket workflows
• Write, test and maintain generative AI prompts and prompt libraries for knowledge base content, ticket responses and SOP generation
• Perform basic CSOD platform configurations, release impact testing and escalation management with full diagnostic details
• Document support workflows and track operational metrics to find repetitive tasks for the team automation backlog

Required qualifications

• Foundational understanding of AI/ML technologies and experience using, securing or positioning AI-driven solutions
• Bachelor's degree in Computer Science, Information Systems or Human Resources, or 2 to 4 years of experience in SaaS application support or LMS administration
• Working knowledge of Cornerstone OnDemand (CSOD) Learning module or similar enterprise SaaS platforms
• Hands-on experience or project work with no-code/low-code automation (Copilot Studio, Power Automate, Zapier)
• 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

Nice to have

• Proven ability to use AI technologies and workflows to drive measurable operational efficiency
• Portfolio of custom AI agents or automated workflow solutions for enterprise helpdesk or HR tech environments
• Certifications in Microsoft Power Platform Fundamentals (PL-900), Copilot Studio or Cornerstone Core Specialist

Benefits

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

Before you apply

• Zscaler offers accommodations or adjustments in its recruiting process for differently abled candidates, those with long-term or mental health conditions, sincerely held religious beliefs, neurodiverg

About the company

Zscaler (NASDAQ: ZS) provides the Zero Trust Exchange cloud security platform, which securely connects users, devices and applications in any location. The company describes it as the world's largest in-line cloud security platform, with 200+ public data centers globally.