Strategic Insights Analyst - Global Customer Services

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.
Our vision is a world where each day is safer and more secure than the one before. 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.

Who We Are

We take our mission of protecting the digital way of life seriously. We are relentless in protecting our customers and we believe that the unique ideas of every member of our team contributes to our collective success. Our values were crowdsourced by employees and are brought to life through each of us everyday - from disruptive innovation and collaboration, to execution. From showing up for each other with integrity to creating an environment where we all feel included.

As a member of our team, you will be shaping the future of cybersecurity. We work fast, value ongoing learning, and we respect each employee as a unique individual. Knowing we all have different needs, our development and personal wellbeing programs are designed to give you choice in how you are supported. This includes our FLEXBenefits wellbeing spending account with over 1,000 eligible items selected by employees, our mental and financial health resources, and our personalized learning opportunities - just to name a few!

At Palo Alto Networks, we believe in the power of collaboration and value in-person interactions. This is why our employees generally work full time from our office with flexibility offered where needed. This setup fosters casual conversations, problem-solving, and trusted relationships. Our goal is to create an environment where we all win with precision.

Your Career

Palo Alto Networks is now looking for a data professional for the role of Strategic Insights Analyst. You will use your business acumen and technical knowledge to develop and deliver Business Intelligence and Analytics solutions for your internal customers, and you will work with the Business to understand their changing requirements and measure impacts of those changes. 

We are a data-driven company. That creates a challenging but at the same time a unique position to get into high-level projects that truly help the business to drive its actions based on data insight and data-driven recommendations.

As a part of the Support Operations team within Global Customer Services, you'll be using data to help influence the Business in making informed decisions. You will build data visualizations to automate reporting to meet the needs of the business. The expectation is that you will be able to pull the data together into striking and informative presentations, while adding commentary around trends, conclusions and adding your perspective to addressing key challenges as you assert with data. 

You will also be introducing data science capabilities into the Customer Support function and come up with new innovative predictive and actionable use cases to create business value with the help of the data.  You will have the opportunity to collaborate with our internal data science community to share knowledge and best practices from different business functions.

Ultimately, and asserting with data, you should be able to provide recommendations to help eliminate cases, drive backlog down, improve TTR, drive to improve escalation management processes etc. 

Your Impact

• Business Insights:  You take large complex data sets and synthesize into key findings and actionable insights for our executive team.   

• Strategic Reporting:  Leverage your deep understanding of our Support process and systems, to inspect the Support business.  Develop reporting cadence and share with the executive team to drive insights into our business performance against our strategic objectives.

• Stakeholder Management: Present insights, progress, and recommendations to diverse stakeholders, including senior leadership, managers, and team members, ensuring alignment with business goals and priorities.

• Ownership & Agility: Demonstrate a high level of initiative and ownership in driving goals and adapting to evolving business priorities. Take end-to-end responsibility for initiatives, from identifying business needs to implementing effective solutions.

• System & Tool Proficiency: Develop a deep understanding of key business systems such as Salesforce (SFDC), Genesys, and Tableau. Learn and support system workflows, case handling processes, and KPIs relevant to support functions.

• Continuous Learning: Stay up-to-date with relevant system and business changes. Quickly learn new tools and systems (e.g., Asana, JIRA) to effectively contribute to business insights.

• Partner with business stakeholders to understand, document and leverage data to generate insights, provide trending, and recommendations to the Business 

• Working with your stakeholders, identify requirements for developing appropriate business analysis and reporting applications

• Develop rich, interactive, visually striking graphics and data visualizations of large amounts of data to help our stakeholders that demonstrate trends and enable swift decision making  

• Synthesize complex data sets into executive ready deliverables 

• Create groundbreaking predictive models to give actionable recommendations to your internal clients on how to best drive their business with the help of the data. 

• Develop ad-hoc reporting and provide analytics services to support business decision making processes

• Provide documentation materials and training activities related to the BI tools and applications created

Your Experience 

• 10+ years experience in Analytics, within the relevant domains of customer service, product, social networks, etc

• 8+ years experience in SQL databases or expert-level SQL coding/querying skills

• Experience with data visualization and business intelligence tools or packages (Tableau, Qlikview, Looker, etc)

• 7+ years experience with visualization design including dashboards, executive and operational, or front end visualizations

• Operational knowledge of Technical Support at a global scale

• Excellent analytical and problem solving skills, combined with strong business judgment and an ability to present analysis in a clear and compelling manner

• Data manipulation and transformation skills.

• Experience with CRM systems, eg. Salesforce.

• Cloud technologies (AWS, Azure, etc.) a plus

• Bachelor's degree (statistics, computer science, predictive analytics, or math preferred)

The Team

Our Strategy and Business Operations is a focused team that works on our most critical business challenges to drive and support our industry-leading growth. Your efforts will directly affect the overall strategy and success of a world-leading cybersecurity business. You will collaborate on complex business and technology problems that are top of mind for our executives. You possess a unique blend of business insight, business strategy experience, big-picture thinking, and influencing skills and the ability to collaborate with a large number of constituents within Palo Alto Networks.

Compensation Disclosure

The compensation offered for this position will depend on qualifications, experience, and work location. For candidates who receive an offer at the posted level, the starting base salary (for non-sales roles) or base salary + commission target (for sales/commissioned roles) is expected to be between $146000 - $235500YR. The offered compensation may also include restricted stock units and a bonus. A description of our employee benefits may be found here.

Our Commitment

We’re problem solvers that 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.

Is role eligible for Immigration Sponsorship? No. Please note that we will not sponsor applicants for work visas for this position.