Senior AI Analyst, People Digital Solutions

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. The ideal candidate will combine hands-on ServiceNow knowledge, data and analytics expertise, and strong communication skills to create high-quality training data, evaluate AI outputs, and translate business and technical requirements into effective AI training scenarios. 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.

What you’ll be doing

• 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.

• Experience in AI training, prompt engineering, conversational design, NLP, or AI optimization within employee or customer support environments.
• Proven experience training, evaluating, and optimizing AI models, conversational agents, or LLM-powered assistants, including agentic AI solutions.
• Strong understanding of prompt engineering, AI evaluation, model optimization, and responsible AI practices.
• Demonstrated ability to analyze conversational data and performance metrics to drive measurable improvements.
• Working knowledge of ServiceNow or a similar enterprise service-management platform.
• Strong analytical skills and experience with tools such as SQL, Excel, Power BI, Tableau, or ServiceNow Analytics.
• Experience with enterprise conversational AI platforms, knowledge management systems, 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, digital employee support, and omnichannel service experiences.

And extra credit if you have experience in any of the following!

• Strategic, proactive, and solution-oriented mindset with a passion for continuous improvement.
• Ability to manage multiple priorities while working independently and influencing cross-functional stakeholders.
• Curiosity for emerging AI technologies and a commitment to driving innovation across the People Digital Solutions ecosystem., * Supporting Your Well-Being
• Driving Social Impact
• Developing Talent and Fostering Connection + Community

We are intentional about connection. Our global community, spanning over 20 offices worldwide, is united by a drive to innovate. Your journey begins with an immersive, in-person onboarding experience designed to accelerate your impact and connect you to our mission and team from day one.

Identity is the key to unlocking the potential of AI. Okta secures AI by building the trusted, neutral infrastructure that enables organizations to safely embrace this new era. This work requires a relentless drive to solve complex challenges with real-world stakes. We are looking for builders and owners who operate with speed and urgency and execute with excellence., You’ll play a pivotal role in shaping the future of AI-powered employee support at Okta. By combining AI training, knowledge optimization, analytics, and innovation, you’ll help build intelligent support experiences that improve employee satisfaction, increase self-service success, and enable support teams to deliver exceptional service at scale. In this role, you’ll have the opportunity to work at the intersection of cutting-edge generative AI and enterprise technology, directly impacting how thousands of Okta employees interact with digital support.