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.
Disruption is at the core of our technology and on our way of work to meet the needs of our employees now and in the future through FLEXWORK, our approach to how we work. We’re changing the nature of work from benefits to learning, location to leadership, we’ve rethought and recreated every aspect of the employee experience at Palo Alto Networks. And because it FLEXes around each individual employee based on their individual choices, employees are empowered to push boundaries and help us all evolve, together.
The Global Customer Services (GCS) team is a six-time, TSIA Rated Outstanding Global and JD Power Certified Assisted Technical Support Global organization.
Palo Alto Networks is building a world-leading digital services experience and seeks world-class talent to expand the team. As a Digital Business Analyst, you will be responsible to assist the Global Digital Customer Experience Services team in coordinating projects related to our digital technologies. Our Digital Business Analysts manage the full life cycle of applications and projects to deliver high quality services for our customers with predictability. They bring order to chaos by thinking holistically and working cross functionally to design and improve processes and tools. You are comfortable working with both highly technical and non-technical disciplines to ensure that project inputs and requirements are transformed into appropriate outputs and results. Identify, manage, and mitigate risks, and create repeatable processes allowing scale and leverage. Ability to analyze, design, test and implement systems which enable the business to achieve their goals and objectives is critical to the success of this role. The successful Business Analyst must be an advocate for the end-users to build and improve features based on their pain points by incorporating principles into all designs. We are looking for people who thrive in a fast paced, dynamic environment and can take something from idea to execution with ease.
Assist various Product Owners manage the full life cycle of technical projects and digital programs to deliver high quality services for our customers with predictability
Work with IT to plan, design, develop, test and deploy changes to our customer support portal and associated technologies
Must have knowledge of Support and Services business processes and a desire to help build the infrastructure to enable an Enterprise Class service and support organization
Coordinate project delivery by participating in design reviews and walk-throughs to communicate business requirements and validate proposed solutions
Proactively identifies dependencies between teams and ensures all plans align on delivery criteria
Analyzes projects to identify, manage, and mitigate risks, and create repeatable processes allowing scale and leverage
Proactively manages dependencies and resolves issues
Captures business requirements during requirement gathering with stakeholders and creates stories with minimal help; Participates in ideation sessions and suggests new ideas and solutions
Creates process flow diagrams and leverages process flow tools
Promotes best practices and trains others on existing and new processes and tools across teams and department
Ensure all project artifacts (BRDís, User stories, Design Docs, Test Plans, etc.) are completed and approved in a timely fashion, and are saved in the programís central repository
Builds and maintains relationships with all cross departmental stakeholders to increase collaboration and productivity
Bachelor's degree in Business Administration or Information Technology is required
A customer-first mindset
5+ years of business analysis or project management experience leading projects of significant complexity
Exceptional organizational, verbal, and written communication skills, including ability to clearly and simply frame business problems and objectives to gain alignment
Experience working in High Technology Support organizations is preferred
Proficient with Scrum Agile methodology and Jira tools
Prior experience with software testing standards, practices, methods and tools
Excellent planning, organization and problem identification skills
Exceptional critical thinking skills, leveraging analytics, reporting, and analysis to inform decisions
A passion for solving problems creatively and proactively - You take initiative, anticipate, and prepare more than you wait around and react
Outstanding business and technical acumen
Proven ability to work effectively on multiple projects simultaneously
Ability to work in a collaborative, team-based environment
Experience with various Web Technologies and understanding of Object Oriented Programming and Databases is a plus
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.
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.