IT Business Analyst, AI-Driven Entitlement Systems

Palo Alto Networks•Santa Clara, CA

34d•$126,000 - $205,500•Onsite

About The Position

In this essential role, as an IT Business Analyst you will serve as the crucial liaison between the business strategy and technical execution for our AI-first product activation and consumption systems. You will be responsible for translating the AI-first product vision and high-level goals into detailed, actionable functional and technical requirements, ensuring the development of a next-generation entitlement system that leverages artificial intelligence to revolutionize product activation, consumption measurement, reporting, and case management. You will drive the rigorous analysis, documentation, and validation necessary to implement intelligent solutions that deliver unparalleled accuracy, efficiency, and actionable insights across our IT and product engineering ecosystems. This is an in office role in our HQ (Santa Clara, CA)

Requirements

7+ years of experience as an IT Business Analyst, Systems Analyst, or Requirements Engineer in a technology environment.
Bachelor’s or Master’s degree in Business Administration, Information Systems, Computer Science, or a related field.
Proven experience in requirements management for complex software or system integration projects, particularly those involving data science, machine learning, or predictive analytics.
Deep functional understanding of Customer Support/Success, Entitlement Management, and Consumption/Subscription Lifecycle Management.
Expert-level proficiency in mapping complex business processes (BPMN, flowcharts) and documenting detailed requirements using Agile methodologies (Epics, User Stories, Acceptance Criteria).
Working knowledge of the principles of AI/ML models and their application in business process automation and data integrity.
Strong technical acumen with the ability to converse with engineering teams about APIs, data models, and system integrations.
Exceptional written and verbal communication skills, with a proven ability to distill complex technical and business problems into clear, unambiguous documentation.
Proficiency in Agile/Scrum tools (e.g., Jira, Confluence) and experience leading requirements gathering sessions, sprint refinement, and UAT.

Responsibilities

Pioneer AI-driven Data Integrity: Document and define the precise acceptance criteria and business rules necessary to ensure 100% accurate, audit-ready entitlement data, focusing on intelligent automation, anomaly detection rules, and data validation pipelines.
Architect Intelligent Support Management: Analyze, map, and document the complete support lifecycle (case management, revocation, etc.) and model future-state processes that embed AI-powered automation for proactive issue resolution.
Accelerate Operational Velocity: Analyze and redesign operational workflows, capturing detailed requirements to embed AI into decision-making processes that reduce time-to-market for new support introductions.
Detailed Requirements Documentation: Elicit, analyze, and rigorously document detailed functional and non-functional requirements, user stories, use cases, and acceptance criteria for all features on the AI-first IT CX product roadmap.
AI Feature Definition: Translate high-level AI product goals into specific, measurable development tasks, ensuring that AI components (e.g., model inputs, outputs, data sources, confidence thresholds) are clearly defined in requirements.
Backlog & Prioritization Support: Work closely with the Product Manager to manage and groom the engineering backlog, ensuring all requirements are precise, well-understood by engineering teams, and aligned with the overarching business value.
Current-State/Future-State Mapping: Conduct in-depth analysis of existing entitlement, consumption, and case management processes (current state) and collaborate with stakeholders to model optimized future-state processes leveraging AI/ML capabilities.
Gap Analysis: Identify gaps between business requirements and technical capabilities, providing solutions and documenting necessary system changes or integrations across the R&D and IT architecture.
Data Requirements: Define specific data requirements, sources, quality standards, and transformation rules necessary to train and operate AI models and ensure audit-ready entitlement data integrity.
Validation & UAT: Develop and execute comprehensive test plans and lead User Acceptance Testing (UAT) to validate that implemented AI features and system changes meet the documented business requirements and defined success metrics.
Metrics Translation: Assist the Product Manager in translating high-level ROI and business success metrics into measurable technical and operational KPIs for feature testing and monitoring.
Cross-Functional Bridge: Serve as the dedicated functional expert and primary communication bridge between business stakeholders (Customer Experience, Support), IT Architecture, and the R&D/Engineering delivery teams.
Change Management Support: Document and communicate changes to systems, features, and processes resulting from AI integration to ensure effective deployment and adoption across business teams.