Senior AI Analyst: Conversational AI & ServiceNow

Okta; San Francisco (CA); On-site; USD 121,000 - 166,000; Full time

Benefits offered by this job

Health insurance

Dental insurance

Vision insurance

401(k)

Flexible spending account

Paid leave

PTO

Parental leave

Equity

Job summary

Okta is seeking a Senior AI Analyst to advance AI-powered employee support. You will train, evaluate, and improve AI models and conversational assistants, translating business needs into effective AI training scenarios and prompts.

Leverage ServiceNow knowledge and analytics to optimize AI performance, build training materials, and partner with Knowledge Management to improve content quality and self-service across the People Organization.

Qualifications

• Experience in AI training, prompt engineering, conversational design, NLP, or AI optimization within employee or customer support environments.
• Proven experience training, evaluating, and optimizing AI models, conversational agents, or LLM-powered assistants, including agentic AI solutions.
• Strong understanding of prompt engineering, AI evaluation, model optimization, and responsible AI practices.
• Demonstrated ability to analyze conversational data and performance metrics to drive measurable improvements.

Responsibilities

• Train, test, and evaluate AI-powered assistants, chatbots, and agentic AI solutions to ensure accurate and reliable employee experiences.
• Design and optimize prompts, conversational flows, intents, responses, and training scenarios across enterprise support platforms.
• Evaluate AI outputs for accuracy, relevance, completeness, tone, and consistency while identifying and mitigating hallucinations, response gaps, or misinformation.
• Monitor and analyze AI performance metrics such as containment, resolution, user satisfaction, engagement, and escalation rates; identify trends, emerging intents, knowledge gaps, and opportunities for automation from conversational data.
• Apply ServiceNow knowledge to translate complex business processes into intuitive conversational scenarios, training data, and evaluation criteria; collaborate with ServiceNow administrators, developers, analysts, and business stakeholders to identify automation opportunities.
• Create and maintain AI training materials, test cases, evaluation criteria, and sample conversations; partner with Knowledge Management teams to improve content quality, discoverability, and AI readiness; keep materials current as products, processes, and policies evolve.
• Support testing and rollout of new AI capabilities and enhancements; provide insights and recommendations based on AI performance, user feedback, and analytics to drive continuous improvement across the People Organization.
• Stay current with developments in generative AI, prompt engineering, conversational AI, agentic AI, and responsible AI; contribute ideas that improve employee self-service and digital support experiences.

Skills

AI training

Prompt engineering

Conversational design

NLP

AI optimization

ServiceNow

Data analytics

SQL

Excel

Power BI

Tableau

Communication skills

Tools

ServiceNow

SQL

Excel

Power BI

Tableau

Job description

Okta is seeking a Senior AI Analyst to advance AI-powered employee support. You will train, evaluate, and improve AI models and conversational assistants, translating business needs into effective AI training scenarios and prompts.

Leverage ServiceNow knowledge and analytics to optimize AI performance, build training materials, and partner with Knowledge Management to improve content quality and self-service across the People Organization.