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Palo Alto Networks · 1 month ago

IT Business Analyst, AI-Driven Support

Santa Clara, CA

Full-time

Onsite

Senior Level

$126K/yr - $206K/yr

7+ years exp

Palo Alto Networks is a cybersecurity company dedicated to protecting our digital way of life. As an IT Business Analyst, you will act as a liaison between business strategy and technical execution, focusing on AI-driven product activation and consumption systems.

Agentic AICloud SecurityCyber SecurityNetwork SecuritySecurity

Growth Opportunities

No H1B

Responsibilities

Pioneer AI-driven Data Integrity: Document and define the precise acceptance criteria and business rules necessary to ensure 100% accurate, audit-ready entitlement data, focusing on intelligent automation, anomaly detection rules, and data validation pipelines

Architect Intelligent Support Management: Analyze, map, and document the complete support lifecycle (case management, revocation, etc.) and model future-state processes that embed AI-powered automation for proactive issue resolution

Accelerate Operational Velocity: Analyze and redesign operational workflows, capturing detailed requirements to embed AI into decision-making processes that reduce time-to-market for new support introductions

Detailed Requirements Documentation: Elicit, analyze, and rigorously document detailed functional and non-functional requirements, user stories, use cases, and acceptance criteria for all features on the AI-first IT CX product roadmap

AI Feature Definition: Translate high-level AI product goals into specific, measurable development tasks, ensuring that AI components (e.g., model inputs, outputs, data sources, confidence thresholds) are clearly defined in requirements

Backlog & Prioritization Support: Work closely with the Product Manager to manage and groom the engineering backlog, ensuring all requirements are precise, well-understood by engineering teams, and aligned with the overarching business value

Current-State/Future-State Mapping: Conduct in-depth analysis of existing entitlement, consumption, and case management processes (current state) and collaborate with stakeholders to model optimized future-state processes leveraging AI/ML capabilities

Gap Analysis: Identify gaps between business requirements and technical capabilities, providing solutions and documenting necessary system changes or integrations across the R&D and IT architecture

Data Requirements: Define specific data requirements, sources, quality standards, and transformation rules necessary to train and operate AI models and ensure audit-ready entitlement data integrity

Validation & UAT: Develop and execute comprehensive test plans and lead User Acceptance Testing (UAT) to validate that implemented AI features and system changes meet the documented business requirements and defined success metrics

Metrics Translation: Assist the Product Manager in translating high-level ROI and business success metrics into measurable technical and operational KPIs for feature testing and monitoring

Cross-Functional Bridge: Serve as the dedicated functional expert and primary communication bridge between business stakeholders (Customer Experience, Support), IT Architecture, and the R&D/Engineering delivery teams

Change Management Support: Document and communicate changes to systems, features, and processes resulting from AI integration to ensure effective deployment and adoption across business teams

Qualification

Requirements ManagementAI/ML PrinciplesBusiness Process MappingAgile MethodologiesTechnical AcumenCustomer Support KnowledgeData IntegrityStakeholder CollaborationUAT ExperienceCommunication Skills

Required

7+ years of experience as an IT Business Analyst, Systems Analyst, or Requirements Engineer in a technology environment

Bachelor's or Master's degree in Business Administration, Information Systems, Computer Science, or a related field

Proven experience in requirements management for complex software or system integration projects, particularly those involving data science, machine learning, or predictive analytics

Deep functional understanding of Customer Support/Success, Entitlement Management, and Consumption/Subscription Lifecycle Management

Expert-level proficiency in mapping complex business processes (BPMN, flowcharts) and documenting detailed requirements using Agile methodologies (Epics, User Stories, Acceptance Criteria)

Working knowledge of the principles of AI/ML models and their application in business process automation and data integrity

Strong technical acumen with the ability to converse with engineering teams about APIs, data models, and system integrations

Exceptional written and verbal communication skills, with a proven ability to distill complex technical and business problems into clear, unambiguous documentation

Proficiency in Agile/Scrum tools (e.g., Jira, Confluence) and experience leading requirements gathering sessions, sprint refinement, and UAT