IT Business Analyst, AI-Driven Support

Your Career

As an IT Business Analyst you will be the strategic force transforming our Customer Support operations through AI focusing on maximizing efficiency and delivering proactive service via our core platforms.

• Architect Intelligent Case Management: Deliver an AI-powered framework built on SFDC Service Cloud and Omnichannel that optimizes the entire support lifecycle specializing in intelligent case routing and maximizing case deflection through enhanced customer self-service.

• Accelerate Operational Responsiveness: Drive significant efficiency improvements and reduce feature time-to-market by embedding AI into core SFDC workflows maximizing the value of our support technology stack.

This is an in office role in our HQ (Santa Clara CA) 

Your Impact

You will be the functional expert translating strategic AI goals into actionable requirements and processes primarily focused on Salesforce Service Cloud.

• AI-First Support Strategy & Roadmap: Define champion and execute a forward-looking roadmap for IT Customer Experience (CX) products prioritizing AI to create predictive proactive and personalized support experiences.

• SFDC Functional Ownership & Design: Own the complete product functional lifecycle from ideation to delivery crafting precise requirements for Salesforce Service Cloud features like case routing case deflection and self-service portals.

• KCS Knowledge & Self-Service Optimization: Lead functional design around Knowledge-Centered Service (KCS) adoption integrating AI to enhance knowledge health drive customer self-service and improve case deflection rates.

• Customer Journey Mapping & VoC Integration: Utilize advanced analytics and Voice of the Customer (VoC) data to perform customer journey mapping. Manage the feedback loop with engineering to inform design and prioritize permanent root cause fixes.

• Cross-Functional AI Orchestration: Bridge business needs with R&D IT Architecture and engineering. Drive the successful integration of AI models (e.g. for case classification) with core systems especially Omnichannel routing logic to deploy intelligent solutions.

• Predictive Analytics & Proactive Solutions: Leverage machine learning insights from CRM data to identify case trends proactively prioritizing fixes and influencing the product backlog to prevent future issues.

• Define AI Success Metrics & Optimization: Establish and monitor comprehensive success criteria and functional metrics for AI features within the SFDC environment including model performance data quality case deflection rate and process ROI.

Qualifications :

Your Experience 

• 10 years of business analysis or product management experience in IT CX with a demonstrated focus on implementing and optimizing AI-powered solutions.

• Bachelors or Masters degree in Computer Science Business or a related field with a strong understanding of AI/ML concepts and their application. MBA degree is a plus.

• Deep expertise in Salesforce Service Cloud and Omnichannel routing and configuration specifically in optimizing case deflection and customer self-service channels.

• Proven experience defining requirements for: AI-driven Case Management Systems (SFDC) Omnichannel Optimization and intelligent Predictive Support Modeling.

• Robust technical aptitude with a deep understanding of software development lifecycle cloud-native architectures and data requirements for machine learning platforms.

• Exceptional communication and presentation skills with the ability to articulate complex AI product requirements and functional designs to diverse audiences.

• Proficiency in Agile/Scrum methodologies with experience leading refinement sessions and collaborating with engineering teams.

Additional Information :

The Team

Working at a high-tech cybersecurity company within Information Technology is a once-in-a-lifetime opportunity. Youll join the brightest minds in technology creating building and supporting tools and enabling our global teams on the front line of defense against cyberattacks.

Were connected by one mission but driven by the impact of that mission and what it means to protect our way of life in the digital age. Join a dynamic and fast-paced team of people who feel excited by the prospect of a challenge and feel a thrill at resolving technical gaps that inhibit productivity.

Compensation Disclosure

The compensation offered for this position will depend on qualifications experience and work location. For candidates who receive an offer at the posted level the starting base salary (for non-sales roles) or base salary commission target (for sales/commissioned roles) is expected to be between $126000- $205500/YR. The offered compensation may also include restricted stock units and a bonus. A description of our employee benefits may be found here. 

Our Commitment

Were problem solvers that take risks and challenge cybersecuritys status quo. Its simple: we cant accomplish our mission without diverse teams innovating together.

We are committed to providing reasonable accommodations for all qualified individuals with a disability. If you require assistance or accommodation due to a disability or special need please contact us at  .

Palo Alto Networks is an equal opportunity employer. We celebrate diversity in our workplace and all qualified applicants will receive consideration for employment without regard to age ancestry color family or medical care leave gender identity or expression genetic information marital status medical condition national origin physical or mental disability political affiliation protected veteran status race religion sex (including pregnancy) sexual orientation or other legally protected characteristics.

All your information will be kept confidential according to EEO guidelines.

Is role eligible for Immigration Sponsorship No. Please note that we will not sponsor applicants for work visas for this position.

Remote Work :

No

Employment Type :

Full-time