Senior AI Analyst (ServiceNow)

Location: Bellevue, Washington; Chicago, Illinois; San Francisco, California; Washington, DC. An immersive, in-person onboarding experience is required.

Salary: $121,000–$166,000 annual base salary for candidates in California excluding the San Francisco Bay Area, Colorado, Illinois, New York, and Washington; $108,000–$149,000 annual base salary for the other stated salary band.

Company

Okta provides identity and security infrastructure, including technology that enables organizations to adopt AI safely.

What you will do

• Train, test, and evaluate AI-powered assistants, chatbots, and agentic AI solutions for employee support.
• Design and optimize prompts, conversational flows, intents, responses, training scenarios, test cases, and evaluation criteria.
• Assess AI outputs for accuracy, relevance, completeness, tone, and consistency, and identify hallucinations, response gaps, and misinformation.
• Monitor containment, resolution, user satisfaction, engagement, and escalation metrics; analyze conversational data to identify trends, emerging intents, knowledge gaps, and automation opportunities.
• Apply ServiceNow expertise to translate business processes into conversational scenarios and training data while collaborating with administrators, developers, analysts, knowledge management teams, and business stakeholders.
• Support AI capability rollouts, maintain training materials, improve knowledge quality and discoverability, and recommend continuous improvements based on performance data and user feedback.

Requirements

• 5+ years of analytics experience using 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, including 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.

Nice to have

• Strategic, proactive, and solution-oriented mindset with a passion for continuous improvement.
• Curiosity about emerging AI technologies and commitment to innovation across the People Digital Solutions ecosystem.

Culture & Benefits

• Health, dental, and vision insurance.
• 401(k), flexible spending account, paid leave, PTO, and parental leave.
• Equity and bonus opportunities where applicable.
• Global community spanning more than 20 offices, with in-person onboarding designed to build connection and accelerate impact.
• Programs supporting well-being, social impact, talent development, connection, and community.