Senior AI Analyst, Okta

• 5+ years of analytics experience using tools such as SQL, Excel, Power BI, or Tableau
• Working knowledge of ServiceNow or a similar enterprise service-management platform
• Experience training, evaluating, and optimizing AI models, conversational agents, or LLM-powered assistants, including agentic AI solutions, in employee or customer support environments
• Strong understanding of responsible AI practices and prompt engineering
• Ability to analyze conversational data and performance metrics to drive measurable improvements
• Experience with enterprise conversational AI platforms or AI-enabled search technologies
• Excellent written and verbal communication skills, with the ability to translate technical and business requirements into clear, user-focused content and influence cross-functional stakeholders
• Understanding of knowledge management and omnichannel service delivery

Desirable

• The People Operations & Digital Solutions team shapes the future of employee support at Okta through innovative technology, intelligent knowledge management, and automated self-service experiences
• Reporting to the Senior Director, People Operations & Digital Solutions, this team collaborates closely with People Operations, Total Rewards, Recruiting, IT, Learning, and Knowledge Management to enhance digital support across the enterprise
• We are seeking an experienced Senior AI Analyst with a strong background in ServiceNow and Analytics to help train, evaluate, and improve AI models and AI-powered enterprise solutions. This is a high-impact role responsible for improving how employees interact with AI while enabling support teams through intelligent knowledge management and training
• As the subject matter expert for our AI solutions, you will analyze conversational insights, optimize AI performance, and ensure AI assistants deliver accurate, relevant, and trusted responses. You'll own the training and continuous improvement of AI-powered experiences—including an employee support chatbot, Agentic Coach, and future AI assistants—while partnering with cross-functional teams to enhance knowledge, self-service, and employee support
• Train, test, and evaluate AI-powered assistants, chatbots, and agentic AI solutions to ensure accurate and reliable employee experiences
• Design and optimize prompts, conversational flows, intents, responses, and training scenarios across enterprise support platforms
• Evaluate AI outputs for accuracy, relevance, completeness, tone, and consistency while identifying and mitigating hallucinations, response gaps, or misinformation
• Monitor and analyze AI performance metrics such as containment, resolution, user satisfaction, engagement, and escalation rates; identify trends, emerging intents, knowledge gaps, and opportunities for automation from conversational data
• Apply ServiceNow knowledge to translate complex business processes into intuitive conversational scenarios, training data, and evaluation criteria; collaborate with ServiceNow administrators, developers, analysts, and business stakeholders to identify automation opportunities
• Create and maintain AI training materials, test cases, evaluation criteria, and sample conversations; partner with Knowledge Management teams to improve content quality, discoverability, and AI readiness; keep materials current as products, processes, and policies evolve
• Support testing and rollout of new AI capabilities and enhancements; provide insights and recommendations based on AI performance, user feedback, and analytics to drive continuous improvement across the People Organization
• Stay current with developments in generative AI, prompt engineering, conversational AI, agentic AI, and responsible AI; contribute ideas that improve employee self-service and digital support experiences