IT Business Analyst, AI-Driven Support – Palo Alto Networks – Jobs in Santa Clara, CA | OpenJobs AI

Job Details

Overview Company

IT Business Analyst, AI-Driven Support

$126k/y-$205.5k/y

Palo Alto Networks

2 days ago

Highlight

OnsiteFull-timeSenior

Summary

Palo Alto Networks is seeking an IT Business Analyst, AI-Driven Support to join their team in Santa Clara, CA. The role focuses on transforming Customer Support operations through AI to maximize efficiency and deliver proactive service.

About the Role

As an IT Business Analyst, you will architect an AI-powered framework on SFDC Service Cloud, optimize support lifecycles, drive operational responsiveness, and define a roadmap for IT Customer Experience products. You will own the product functional lifecycle, lead functional design for Knowledge-Centered Service, and utilize advanced analytics for customer journey mapping.

About You

Required:

10+ years of business analysis or product management experience in IT CX.
Bachelor's or Master's degree in Computer Science, Business, or a related field.
Deep expertise in Salesforce Service Cloud and Omnichannel routing.
Proven experience defining requirements for AI-driven Case Management Systems.

Preferred:

MBA degree.
Robust technical aptitude with a deep understanding of software development lifecycle.
Exceptional communication and presentation skills.
Proficiency in Agile/Scrum methodologies.

Benefits

Competitive salary range of $126k–$205.5k per year.
Potential for restricted stock units and bonuses.
Comprehensive employee benefits package.

Palo Alto Networks

Palo Alto Networks, the global cybersecurity leader, is shaping the cloud-centric future with technology that is transforming the way people and organizations operate. Our mission is to be the cybersecurity partner of choice, protecting our digital way of life. We help address the world's greatest security challenges with continuous innovation that seizes the latest breakthroughs in artificial intelligence, analytics, automation, and orchestration. By delivering an integrated platform and empowering a growing ecosystem of partners, we are at the forefront of protecting tens of thousands of organizations across clouds, networks, and mobile devices. Our vision is a world where each day is safer and more secure than the one before. For more information, visit www.paloaltonetworks.com.

Santa Clara, CA