Sr Business Solutions Analyst

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

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. The role is designing and managing AI-powered customer support systems in Salesforce so customers get faster help and the company handles fewer support tickets.

• Intelligent Case Management: Partner with Product Managers and business stakeholders to an AI-powered framework built on SFDC Service Cloud and Omnichannel that optimizes the entire support lifecycle, specializing in support portals 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. 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 requirements for customer journeys involving product discovery, asset onboarding, entitlement management, case creation, and guided troubleshooting, 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 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.

• 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. An MBA degree is a plus.
• Deep expertise in Salesforce Service Cloud
• Proven experience defining requirements for: AI-driven Case Management Systems (SFDC), Robust technical aptitude with a deep understanding of software development lifecycle 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.