GCS Business Analyst

Palo Alto Networks Inc. Santa Clara , CA 95051

Posted 8 months ago

Our Mission

At Palo Alto Networks everything starts and ends with our mission: protecting our way of life. It's inspired by our vision: a world where each day is safer and more secure than the one before. These aren't simple statements. They won't be easy either but we're not here for easy. We're here for better. As a company with a foundation in challenging the way things are done, we're looking for innovators who are as committed to shaping the nature of cybersecurity as we are.

Our mission doesn't happen by treading softly no, it happens by defining an industry. It means building products that haven't been thought of. It means selling products with a solutions mindset. It means supporting the infrastructure of a company that moves at an incredible speed intentionally to stay ahead of the world's next cyberthreat.

Your Career

We are looking for a Business Analyst to assist our Global Customer Services Operations Team in coordinating projects for Salesforce Lightning Knowledge and Coveo Enterprise Search, as well as other technology tracks through all phases of the requirement development lifecycle. You will assist various Product Owners in managing the full life cycle of technical projects and programs to deliver high quality services for our customers with predictability. You will help bring order to chaos by thinking holistically and working cross functionally to design and improve processes and tools and is comfortable working with both highly technical and non-technical disciplines to ensure that program inputs and requirements are translated to achieve the desired results. We are looking for someone who is able to identify, handle, and mitigate risks, and create repeatable processes allowing scale and utilization. You have knowledge of Support and Services business processes (including knowledge and content creation), search engine relevancy tuning, and a desire to optimize the customer search experience for continuous improvement of self-help related to top assisted support contact drivers. We need individuals who thrive in a fast paced, dynamic environment and can execute an idea with ease.

Your Impact

  • Collaborate in the overall direction, coordination, implementation, execution, control and completion of Salesforce Lightning Knowledge, Coveo Enterprise Search, and other technology projects for Global Support

  • Ensure all program artifacts (BRD's, Design Docs, Test Plans, etc.) are completed and approved in a timely fashion and are saved in a central repository

  • Work cross functionally to understand our business ecosystem, governance, and transition management to facilitate smooth delivery of projects

  • Maintain a backlog of all technology related changes for global support, global enablement, professional services and partner programs, help prioritize and participate in regular release management meetings to deliver these changes

  • Assist in driving RFP, Proposal and Statement of Work reviews, on-boarding of new tools and vendors

  • Assist with meeting facilitation by sending meeting agendas, recording and distributing meeting minutes, and tracking assigned team actions

  • Identify dependencies between teams and ensure all plans align

  • Analyze projects to identify risks and potential roadblocks and modify project plans to mitigate risk

  • Influence decision-making and problem solving across programs, projects, and teams

  • Collaborate with the other Salesforce product owners (e.g. Service Cloud) and IT counterparts, to prioritize, test and implement improvements to the Lightning Knowledge platform

  • Keep abreast of industry trends and all search engine algorithm updates so you can perform the role of Search Engine SME. This role will include educating other business partners on our ideal methodologies

  • Analyze search data, find insights, develop strategic action plans, and communicate findings to internal partners (sample metric: Searches resulting in "No Search Results" is less than 10% of overall Search volume)

Your Experience

  • Bachelor's degree in Business Administration or Information Technology

  • 7+ years program management experience leading programs of significant complexity

  • Superb communication (verbal and written), interpersonal and negotiations skills

  • Experience working in High Technology Support organizations is preferred

  • Understanding of SCRUM Agile Methodology

  • Working understanding of Jira

  • Experience with Salesforce is required, experience with Service Cloud and Salesforce Lightning Knowledge is a plus. Salesforce Certifications including Administrator Certifications like ADM 201 or ADM 211 is desired

  • Experience with Coveo Enterprise Search, Jive/Lithium, and Knowledge Centered Service (KCS) is preferred

  • Experience in running support service-related programs that target improvements in deflection and self-service is preferred

  • Solid experience in enterprise search domain and search architecture, including indexing processes, relevance tuning, and AI powered search

  • Proven track record of defining and managing Key Hits and Top Results, and developing strategic plans to optimize this content

  • Good experience integrating taxonomy/ontology with search indexing, thesaurus, type-ahead and search facets

The Team

Our Global Customer Services team is critical to our success and mission. As part of this team, you enable customer success by providing support to clients after they have purchased our products. Our dedication to our customers doesn't stop once they sign it just evolves. Our technical team provides the behind-the-scenes support to meet our customer's needs. As threats and technology evolve, we stay in step to accomplish our mission. You'll be involved in implementing new products, transitioning from old products to new, and will fix integrations and critical issues as they are raised in fact, you'll seek them out to ensure our clients are safely supported. We fix and identify technical problems, with a pointed focus of providing the best customer support in the industry. We're a fast-growing, immensely successful organization because of our people and products (built and supported by our people). We work the frontlines against cyberthreats and attacks, protecting every day transactions in the digital environment. It means we're good at scaling quickly to new threats, get fulfillment from resolving new problems, and think about things just plain differently.

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. To learn more about our dedication to inclusion and innovation, visit our Life at Palo Alto Networks page and our diversity website.

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.

Additionally, we are committed to providing reasonable accommodations for all qualified individuals with a disability. If you require assistance or an accommodation due to a disability or special need, please contact us at accommodations@paloaltonetworks.com.

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GCS Business Analyst

Palo Alto Networks Inc.