Senior AI Analyst for Enterprise AI & ServiceNow

Okta; Washington (District of Columbia); On-site; USD 108,000 - 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)

Job summary

Okta is seeking a Senior AI Analyst to train and optimize AI-powered employee support solutions, including an agentic AI chatbot. You will apply ServiceNow knowledge, conduct data-driven evaluation, and partner with cross-functional teams to enhance digital knowledge management and self-service experiences.

You will design prompts, evaluate outputs, and translate business needs into AI training scenarios, ensuring accurate, reliable employee interactions across enterprise platforms.

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, intents, knowledge gaps, and automation opportunities.

Skills

AI training

Prompt engineering

Conversational design

NLP

AI optimization

ServiceNow knowledge

Analytics

SQL

Excel

Power BI

Tableau

Tools

ServiceNow

SQL

Excel

Power BI

Tableau

Job description

Okta is seeking a Senior AI Analyst to train and optimize AI-powered employee support solutions, including an agentic AI chatbot. You will apply ServiceNow knowledge, conduct data-driven evaluation, and partner with cross-functional teams to enhance digital knowledge management and self-service experiences.

You will design prompts, evaluate outputs, and translate business needs into AI training scenarios, ensuring accurate, reliable employee interactions across enterprise platforms.