IT Business Analyst, AI-Driven Support
About The Position
Your Career As an IT Business Analyst, you will be the strategic force transforming our Customer Support operations through AI, focusing on maximizing efficiency and delivering proactive service via our core platforms. Architect Intelligent Case Management: Deliver an AI-powered framework built on SFDC Service Cloud and Omnichannel that optimizes the entire support lifecycle, specializing in intelligent case routing and maximizing case deflection through enhanced customer self-service. Accelerate Operational Responsiveness: Drive significant efficiency improvements and reduce feature time-to-market by embedding AI into core SFDC workflows, maximizing the value of our support technology stack. This is an in office role in our HQ (Santa Clara, CA) Your Impact You will be the functional expert, translating strategic AI goals into actionable requirements and processes, primarily focused on Salesforce Service Cloud.
Requirements
- 10+ years of business analysis or product management experience in IT CX, with a demonstrated focus on implementing and optimizing AI-powered solutions.
- Bachelor’s or Master’s degree in Computer Science, Business, or a related field with a strong understanding of AI/ML concepts and their application.
- Deep expertise in Salesforce Service Cloud and Omnichannel routing and configuration, specifically in optimizing case deflection and customer self-service channels.
- Proven experience defining requirements for: AI-driven Case Management Systems (SFDC), Omnichannel Optimization, and intelligent Predictive Support Modeling.
- Robust technical aptitude with a deep understanding of software development lifecycle, cloud-native architectures, and data requirements for machine learning platforms.
- Exceptional communication and presentation skills, with the ability to articulate complex AI product requirements and functional designs to diverse audiences.
- Proficiency in Agile/Scrum methodologies, with experience leading refinement sessions and collaborating with engineering teams.
Nice To Haves
- MBA degree is a plus.
Responsibilities
- AI-First Support Strategy & Roadmap: Define, champion, and execute a forward-looking roadmap for IT Customer Experience (CX) products, prioritizing AI to create predictive, proactive, and personalized support experiences.
- SFDC Functional Ownership & Design: Own the complete product functional lifecycle from ideation to delivery, crafting precise requirements for Salesforce Service Cloud features like case routing, case deflection, and self-service portals.
- KCS, Knowledge & Self-Service Optimization: Lead functional design around Knowledge-Centered Service (KCS) adoption, integrating AI to enhance knowledge health, drive customer self-service, and improve case deflection rates.
- Customer Journey Mapping & VoC Integration: Utilize advanced analytics and Voice of the Customer (VoC) data to perform customer journey mapping. Manage the feedback loop with engineering to inform design and prioritize permanent root cause fixes.
- Cross-Functional AI Orchestration: Bridge business needs with R&D, IT Architecture, and engineering. Drive the successful integration of AI models (e.g., for case classification) with core systems, especially Omnichannel routing logic, to deploy intelligent solutions.
- Predictive Analytics & Proactive Solutions: Leverage machine learning insights from CRM data to identify case trends, proactively prioritizing fixes, and influencing the product backlog to prevent future issues.
- Define AI Success Metrics & Optimization: Establish and monitor comprehensive success criteria and functional metrics for AI features within the SFDC environment, including model performance, data quality, case deflection rate, and process ROI.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Number of Employees
5,001-10,000 employees
