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Palo Alto Networks · 6 hours ago

IT Business Analyst, AI-Driven Support

Santa Clara, CA

Full-time

Onsite

Senior Level, Lead/Staff

$126K/yr - $206K/yr

10+ years exp

Palo Alto Networks is committed to being the cybersecurity partner of choice, protecting our digital way of life. As an IT Business Analyst, you will transform Customer Support operations through AI, focusing on efficiency and proactive service delivery via core platforms.

Cloud SecurityCyber SecurityNetwork SecuritySecurity

Growth Opportunities

No H1B

Responsibilities

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

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

Qualification

Salesforce Service CloudAI-driven Case ManagementOmnichannel routingMachine LearningAgile/Scrum methodologiesCustomer Journey MappingCommunication skillsPresentation skills

Required

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

Bachelor's or Master's 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