This role pays less than
67%
of similar roles. Most pay
$154,500–$235,750
— the shaded band above.
At the midpoint, this role pays about
$166k
versus about
$195k
for comparable roles.
Based on 239 similar postings.
Employer
About Palo Alto Networks
Palo Alto Networks is a global cybersecurity company offering network security, cloud security, and endpoint protection solutions.
Palo Alto Networks currently has
31 open roles
on FindRole.
Listed pay typically runs
$155,000–$251,000
across 29 roles with salary data.
As an IT Business Analyst at the senior level in our Customer Support team, you will lead the strategic transformation of support operations through AI, focusing on Salesforce Service Cloud and Omnichannel platforms to optimize case management and enhance customer self-service. Your day-to-day responsibilities include defining requirements for AI-driven systems, driving operational efficiency by embedding AI into core workflows, and integrating advanced analytics with Voice of the Customer data to inform product design and prioritize fixes. You will need deep expertise in Salesforce Service Cloud, knowledge-centered service (KCS), and agile methodologies, along with a strong background in AI/ML concepts and software development lifecycle. This role requires extensive experience in IT CX and a proven track record of implementing AI-powered solutions to maximize case deflection rates and improve customer journey mapping.
Skills
Salesforce
Service Cloud
Omnichannel
KCS
AI
Machine Learning
Predictive Analytics
Agile
Scrum
CRM
Python
SQL
PostgreSQL
AWS
Azure
GCP
CI/CD
What you'll do
Architect an AI-powered framework for intelligent case management using SFDC Service Cloud and Omnichannel.
Drive efficiency improvements by embedding AI into core Salesforce workflows to reduce feature time-to-market.
Define and execute a roadmap prioritizing AI to create predictive and proactive support experiences.
Own the functional lifecycle of Salesforce Service Cloud features, crafting precise requirements for case routing and self-service portals.
Lead the integration of AI models with core systems to enhance knowledge health and improve customer self-service.
What we're looking for
10+ years of business analysis or product management experience in IT CX with AI focus.
Deep expertise in Salesforce Service Cloud and Omnichannel routing for case deflection optimization.
Proven ability to define requirements for AI-driven Case Management Systems and predictive support models.
Strong understanding of software development lifecycle, cloud-native architectures, and ML data requirements.
Robust technical aptitude and experience with Agile/Scrum methodologies.
Exceptional communication skills to articulate complex AI product requirements.
Power BI
Tableau
Databricks
Excel
Apptio
Nicus
ProvenOptics
ServiceNow
AI
ML
TBM
Financial Analytics
Data Modeling
BI Tools
Enterprise Data Platforms
Advanced Excel Skills
IT Financial Management
Operational Data Analysis
Scenario Modeling
Forecasting
Automation Tools
Low-code Development