IT Business Analyst, AI-Driven Support

Our Mission

At Palo Alto Networks®, we’re united by a shared mission—to protect our digital way of life. We thrive at the intersection of innovation and impact, solving real-world problems with cutting-edge technology and bold thinking. Here, everyone has a voice, and every idea counts. If you’re ready to do the most meaningful work of your career alongside people who are just as passionate as you are, you’re in the right place.

Who We Are

In order to be the cybersecurity partner of choice, we must trailblaze the path and shape the future of our industry. This is something our employees work at each day and is defined by our values: Disruption, Collaboration, Execution, Integrity, and Inclusion. We weave AI into the fabric of everything we do and use it to augment the impact every individual can have. If you are passionate about solving real-world problems and ideating beside the best and the brightest, we invite you to join us!

We believe collaboration thrives in person. That’s why most of our teams work from the office full time, with flexibility when it’s needed. This model supports real-time problem-solving, stronger relationships, and the kind of precision that drives great outcomes.

Job Summary

Your Career
As an IT Business Analyst, you will be the strategic force transforming our Customer Support operations through AI, focusing on maximizing efficiency and delivering proactive service via our core platforms.
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.

This is an in office role in our HQ (Santa Clara, CA)
Your Impact
You will be the functional expert, translating strategic AI goals into actionable requirements and processes, primarily focused on Salesforce Service Cloud.
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.

Qualifications

Your Experience
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.

Compensation Disclosure

The compensation offered for this position will depend on qualifications, experience, and work location. For candidates who receive an offer at the posted level, the starting base salary (for non-sales roles) or base salary + commission target (for sales/com-missioned roles) is expected to be the annual range listed below. The offered compensation may also include restricted stock units and a bonus. A description of our employee benefits may be found here.

$126,000.00 - $205,500.00/yr

Our Commitment

We’re trailblazers that dream big, take risks, and challenge cybersecurity’s status quo. It’s simple: we can’t accomplish our mission without diverse teams innovating, together.

We are committed to providing reasonable accommodations for all qualified individuals with a disability. If you require assistance or accommodation due to a disability or special need, please contact us at  [email protected].

Palo Alto Networks is an equal opportunity employer. We celebrate diversity in our workplace, and all qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or other legally protected characteristics.

All your information will be kept confidential according to EEO guidelines.

Is role eligible for Immigration Sponsorship? No. Please note that we will not sponsor applicants for work visas for this position.