AI-Driven Salesforce Solutions Analyst

Palo Alto Networks, Inc.; Santa Clara (CA); On-site; USD 126,000 - 205,500; Full time

Job summary

Palo Alto Networks, Inc. in Santa Clara, California is seeking an IT Business Analyst to transform Customer Support operations through AI. You will partner with Product Managers to implement an AI-powered framework optimizing support workflows and driving efficiencies.

The role requires 10+ years of experience in business analysis, with a strong background in Salesforce Service Cloud and AI/ML concepts. Candidates should possess exceptional communication skills and proficiency in Agile methodologies.

Qualifications

• 10+ years of business analysis or product management experience in IT CX.
• Demonstrated focus on implementing and optimizing AI-powered solutions.
• Exceptional communication and presentation skills.

Responsibilities

• Partner with stakeholders to build an AI-powered framework optimizing support lifecycle.
• Drive efficiency improvements by integrating AI into core workflows.
• Define requirements for customer journeys and implement AI-first support strategies.

Skills

Business analysis

Product management

Salesforce Service Cloud

AI/ML concepts

Agile/Scrum methodologies

Education

Bachelor's or Master’s degree in Computer Science, Business, or a related field

Job description

Palo Alto Networks, Inc. in Santa Clara, California is seeking an IT Business Analyst to transform Customer Support operations through AI. You will partner with Product Managers to implement an AI-powered framework optimizing support workflows and driving efficiencies.

The role requires 10+ years of experience in business analysis, with a strong background in Salesforce Service Cloud and AI/ML concepts. Candidates should possess exceptional communication skills and proficiency in Agile methodologies.