Principal Business Solutions Analyst - IT Technical Services

Palo Alto Networks

22h • Onsite

About The Position

Principal Business Systems Analyst (BSA) – IT Technical Services. Palo Alto Networks IT is looking for a Principal BSA to revolutionize the post-sale customer experience. As our Technical Services lead, you will be the functional architect for the tools that power our global Professional Services and Customer Success organizations. We are redefining the role of the BSA. While the industry traditionally focuses on documentation, we empower our Principal BSAs to be 'Builders of Solutions.' By combining deep domain expertise in PSA and CSM platforms—specifically Clarizen and Gainsight—with modern AI augmentation, you will transcend static requirements. Your focus will shift to functional validation and rapid prototyping, ensuring our Technical Services organization remains at the forefront of industry innovation. You will operate at the highest level of functional influence, bridging the gap between executive strategy and engineering execution. You aren't just improving workflows; you are defining the future 'Agent-Native' methodologies that will become our organizational standard.

Requirements

• Expert Domain Knowledge: Deep expertise in major PSA/CSM platforms (Gainsight, Planview, FinancialForce, ChurnZero). You understand the business nuances of utilization, milestone billing, and customer health tracking.
• Experience Tier: 12+ years of related experience (Bachelor’s), 8+ years (Master’s), or 5+ years (PhD).
• Technical Agency: A 'Builder' mindset. You have a proven ability to move beyond static PRDs by using AI tools to validate API logic, mock up UIs, or simulate data flows independently.
• Agile Mastery: Deep experience leading Agile/Scrum teams, shifting the focus from 'User Stories Written' to 'Time-to-Validation.'
• Ecosystem Expertise: Advanced understanding of Salesforce (SFDC) architecture and how it integrates with specialized service delivery platforms.

Nice To Haves

• From Documentation to Execution: You prefer a functional demo over a 50-page document. You thrive in environments where you can 'build to learn.'
• Innovation Velocity: A drive to design disruptive solutions that treat AI as a core differentiator rather than a 'bolt-on' feature.
• Communication: Superlative collaboration skills with the ability to influence at the executive level through clear, data-backed, and prototype-supported narratives.
• Industry Context: Previous experience in a high-growth cybersecurity or SaaS environment.
• Technical Background: Software development or systems engineering background is a significant plus.
• Data Proficiency: Experience using qualitative and quantitative insights to drive architectural decisions.

Responsibilities

• Strategic Blueprinting (Service Delivery): Develop future-state concepts for Professional Services and Customer Success. You will lead the 'as-is' to 'to-be' transition, ensuring our PSA (Clarizen) and CSM (Gainsight) tools are optimized for global scale.
• Organizational Impact: Address high-stakes issues that impact the overall success of the functional organization. Proactively identify and resolve technical gaps that inhibit global productivity.
• AI-Augmented Prototyping: Instead of waiting for long engineering cycles, you will use AI-assisted tools (e.g., LLMs, low-code builders) to create 'Living Specs'—functional prototypes that validate business logic and data flows before they reach development.
• Agentic Process Design: Identify manual friction points in the service lifecycle and architect 'Agent-Native' solutions. You will define the guardrails and business intent for AI agents to automate tasks like resource forecasting, health scoring, and project risk mitigation.
• Independent Execution: Exercise wide latitude in determining objectives and approaches for special assignments. You are highly independent in the completion of day-to-day work and the definition of your own project milestones.
• Cross-Functional Leadership: Establish and lead diverse teams across Sales Ops, Finance, and Support. You will serve as the primary spokesperson for the Technical Services IT organization to top-tier executive decision-makers.
• Data Stewardship: Partner with data teams to ensure the underlying data in Clarizen, Gainsight, and SFDC is 'AI-Ready.' You will define the data acquisition and transformation requirements needed to power predictive insights.
• Mentorship & Quality: Drive the evolution of the BSA team. You will mentor senior BSAs on moving from 'Scarcity Management' (waiting for dev time) to 'Independent Innovation Velocity' using AI tools.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level