Sr Business Solutions Analyst- Customer Support Portal

Our Mission

At Palo Alto Networks® everything starts and ends with our mission:

Being the cybersecurity partner of choice, protecting our digital way of life.
Our vision is a world where each day is safer and more secure than the one before. We are a company built on the foundation of challenging and disrupting the way things are done, and we’re looking for innovators who are as committed to shaping the future of cybersecurity as we are.

Who We Are

We take our mission of protecting the digital way of life seriously. We are relentless in protecting our customers and we believe that the unique ideas of every member of our team contributes to our collective success. Our values were crowdsourced by employees and are brought to life through each of us everyday - from disruptive innovation and collaboration, to execution. From showing up for each other with integrity to creating an environment where we all feel included.

As a member of our team, you will be shaping the future of cybersecurity. We work fast, value ongoing learning, and we respect each employee as a unique individual. Knowing we all have different needs, our development and personal wellbeing programs are designed to give you choice in how you are supported. This includes our FLEXBenefits wellbeing spending account with over 1,000 eligible items selected by employees, our mental and financial health resources, and our personalized learning opportunities - just to name a few!

At Palo Alto Networks, we believe in the power of collaboration and value in-person interactions. This is why our employees generally work full time from our office with flexibility offered where needed. This setup fosters casual conversations, problem-solving, and trusted relationships. Our goal is to create an environment where we all win with precision.

Your Career

Palo Alto Networks IT is seeking an experienced Senior IT Business Analyst to join our world-class IT business analysis team. As a Senior IT Business Analyst for the Customer Support Portal , You will be responsible to analyze business requirements, create functional specifications, design technology solutions, and manage stakeholder communications.This leadership role is focused on overseeing the analysis of cloud products and involves strategic collaboration with core product management, engineering, and DevOps teams, in addition to key business stakeholders.

In addition to your advanced analytical skills, leadership abilities, and creativity, you will spearhead partnerships with IT Software Engineers, Product Managers, Engineering, Legal, Finance, Revenue, Sales, Sales Operations, Operations, and Global Customer Support to ensure new offerings are robust and the experience for our customers and partners is seamless. Strong leadership experience, a deep analytical background, and expertise in supporting the listed business functions are critical for success in this challenging and rewarding role. The position will report to the Director of IT Product Management.

Your Impact

• Requirements Gathering and Analysis
  • Elicit, analyze, and document business requirements from stakeholders using various techniques such as interviews, workshops, and documentation review
  • Conduct thorough analysis of business processes, workflows, and systems to identify areas for improvement and opportunities for technology solutions
  • Translate business requirements into clear and detailed functional specifications, user stories, and use cases for IT projects
• Solution Design and Validation
  • Work closely with product managers, architects, developers, and other IT teams to design and validate technology solutions that meet business requirements and align with architectural standards
• Testing and Quality Assurance
  • Work with QA/QE function to develop and execute test plans, test cases, and test scripts to validate system functionality, performance, and usability against business requirements - where applicable, work with QA/QE to automate test cases for regression testing
  • Collaborate with stakeholders to conduct user acceptance testing (UAT) and ensure that technology solutions meet business expectations and quality standards
  • Facilitate defect triage and resolution, working closely with development teams to address issues and ensure timely delivery of high-quality software releases
• Stakeholder Communication and Relationship Management
  • Serve as a liaison between business and IT teams, facilitating effective communication, collaboration, and alignment throughout the project lifecycle
  • Build and maintain strong relationships with business partners, understanding their needs, priorities, and challenges to effectively advocate for technology solutions that drive business value
  • Provide regular updates and status reports to stakeholders, project teams, and management, highlighting progress, risks, and opportunities for improvement
  • Direct the development and implementation of licensing models for hardware, VM, and cloud products

Your Experience 

• Minimum 8+ years of  experience in leading business analysis or a related field
• Must have hands on experience on customer support processes including Salesforce Service Cloud 
• Knowledge of Account management, Asset and entitlements and  licensing  for hardware, VM, and cloud products
• Advanced analytical skills and a track record of driving analysis for new, innovative, and disruptive products
• Comprehensive understanding of the commercial and operational needs of Hardware and Cloud product offerings
• Extensive experience working with and guiding cross-functional teams in a high technology company
• Bachelor's Degree in business administration, computer science, engineering, or an equivalent combination of skills, training, and experience; Master's degree preferred
• Advanced data analysis and visualization skills
• Understanding of complex licensing arrangements and their implementation in enterprise environments
• Outstanding written and verbal communication skills, with the ability to present complex information to various audiences
• Exceptional leadership and mentoring abilities
• Strategic thinking and problem-solving skills
• Ability to influence and drive consensus across multiple stakeholders
• A proactive, results-driven attitude with the ability to thrive in a fast-paced environment
• Must be in SF bay area to be onsite 

The Team

You will be part of a growing, passionate, and dynamic team with an opportunity to work on challenging and exciting projects — centered on what we believe is one of the most significant mission statements in the world. We also strive to be the most people-centric company ever! That means we’re constantly working to make your experience amazing, and you are part of the team breaking boundaries of what the workplace can be!

Compensation Disclosure

The compensation offered for this position will depend on qualifications, experience, and work location. For candidates who receive an offer at the posted level, the starting base salary (for non-sales roles) or base salary + commission target (for sales/commissioned roles) is expected to be between $126000 - $205500/YR. The offered compensation may also include restricted stock units and a bonus. A description of our employee benefits may be found here.

Our Commitment

We’re problem solvers that take risks and challenge cybersecurity’s status quo. It’s simple: we can’t accomplish our mission without diverse teams innovating, together.

We are committed to providing reasonable accommodations for all qualified individuals with a disability. If you require assistance or accommodation due to a disability or special need, please contact us at  [email protected].

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.

All your information will be kept confidential according to EEO guidelines.