Senior AI Analyst, People Digital Solutions

Okta is seeking a Senior AI Analyst 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.

Responsibilities:

• 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.

Requirements:

• 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.

Benefits:

• Annual base salary range: $108,000-$149,000 USD (varies by location)
• Equity (where applicable)
• Bonus
• Health, dental, and vision insurance
• 401(k)
• Flexible spending account
• Paid leave (including PTO and parental leave)