Senior Business Analyst - Gainsight

Palo Alto Networks
Santa Clara, CA
30+ days ago
Palo Alto Networks
Palo Alto Networks

Job Description

Company Description

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.

We have the vision of a world where each day is safer and more secure than the one before. These aren’t easy goals to accomplish – but we’re not here for easy. We’re here for better. 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.

Job Description

Your Career

Palo Alto Networks is looking for a Senior Business Analyst to assist the Global Customer Services Operations Team in coordinating projects through all phases of the requirement development lifecycle. This BA will assist various Product Owners to manage the full life cycle of technical projects and programs to deliver high quality services for our customers with predictability. They must have knowledge of Support, Services and Customer Success business processes and a desire to help build the infrastructure to enable an Enterprise Class service and support organization. We are looking for people who thrive in a fast paced, dynamic environment and can take something from idea to execution with ease.

Your Impact

  • Translate business requirements into system solutions.

  • Drive and execute business requirements, testing, change management and end user acceptance for projects and enhancements.

  • Collaborate in the overall direction, coordination, implementation, execution, control, and completion of Customer Success technology platforms such as Gainsight 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 the program’s central repository.

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

  • Assist in driving RFP, Proposal, and Statement of Works review, on-boarding of new tools and vendors.

  • Proactively manage, identify, and resolve dependencies between teams and ensure all plans align on delivery criteria

  • Analyze projects to identify risks and potential roadblocks, and develop mitigation strategies to meet the program goals and objectives.

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

  • Build and maintain relationships with IT, Support, Customer Success, Professional Services, Global Enablement, and all cross departmental stakeholders to increase collaboration and productivity.

  • Must be capable of presenting and influencing a senior audience including management and executives


  • Bachelor's degree in Business Administration or Information Technology is required

  • Excellent communication (verbal and written), interpersonal and negotiation skills. As part of the interview process you will be required to provide a written sample such as project plan, requirements document, or proposal.

  • Experience working in High Technology Support and/or Customer Success organizations is preferred

  • Understanding of SCRUM Agile Methodology

  • Working understanding of Jira

  • Ability to understand complex business problems and interpret business and technical requirements

  • 5+ years customer success operations, project management, business analyst, problem-solving, business planning and analytical skills

  • 2+ years of Salesforce Administration and designing Salesforce workflow

  • 2 + years experience in customer success in a SaaS technology business with Big Data software Start-Ups

  • Strong ability to execute multiple projects from requirements gathering to finish and meeting project deadlines

  • Prior experience in customer onboarding, training, implementation, project management with Big Data Cloud SaaS Software

  • Experience with building playbooks and templates with CSM software platforms like Gainsight and

  • Experience with developing reporting and dashboards with CSM software platforms like Gainsight and

  • Experience with developing automated workflow solutions such as Gainsight Journey Orchestrator

Additional Information

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 accommodation due to a disability or special need, please contact us at [email protected]

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


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