IT Business Analyst, AI-Driven Support

Palo Alto Networks

Quick summary

Work type: On-site
Location: Santa Clara, CA
Salary: $126,000–$205,500 / yr
Posted: 2 days ago
Nearby: 99+ roles within 25 mi

Market check

Salary context

Below market

How this pay compares to similar roles

Similar $197k

This role $166k

$113k most similar roles pay here $248k

This role pays less than 69% of similar roles. Most pay $157,875–$235,187 — the shaded band above. At the midpoint, this role pays about $166k versus about $197k for comparable roles.

Based on 240 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 30 open roles on FindRole.

Listed pay typically runs $154,000–$249,500 across 27 roles with salary data.

Most-posted roles

View all roles at Palo Alto Networks

At a glance

TL;DR · IT Business Analyst, AI-Driven Support

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As an IT Business Analyst at our Santa Clara HQ, you will lead the strategic transformation of Customer 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 architecting intelligent case routing systems, driving efficiency improvements in core workflows, and integrating advanced AI models into support technology stacks. You will define requirements for AI-driven solutions, own the functional lifecycle of CX products, and leverage predictive analytics to inform product backlog prioritization. Essential skills include deep expertise in Salesforce Service Cloud, knowledge-centered service (KCS) optimization, and proficiency in Agile methodologies. This role demands a strong background in business analysis or product management with extensive experience in implementing AI-powered solutions within IT CX environments.

Skills

Salesforce Service Cloud Omnichannel KCS AI Machine Learning Predictive Analytics Agile Scrum CRM Analytics VoC 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 design of Salesforce Service Cloud features, focusing on case routing and self-service portals.
Lead the integration of AI models with core systems for intelligent solutions like omnichannel routing logic.
Utilize VoC data and analytics to map customer journeys and inform permanent root cause fixes in engineering.

What we're looking for

10+ years of business analysis or product management in IT CX with AI focus.
Deep expertise in Salesforce Service Cloud and Omnichannel routing optimization.
Proven experience defining requirements for AI-driven case management systems.
Strong understanding of AI/ML concepts and their application in software development.
Robust technical aptitude in cloud-native architectures and data requirements for ML.
Exceptional communication skills to articulate complex AI product requirements.
Proficiency in Agile/Scrum methodologies with experience leading refinement sessions.