Greenhouse ·
full-timeSenior AI Analyst, People Digital Solutions
Okta · Bellevue, Washington; Chicago, Illinois; San Francisco, California; Washington, DC
Okta is a leading identity‑security company that provides cloud‑based solutions to manage and protect user access for enterprises. Within its People Operations & Digital Solutions group, the Senior AI Analyst role focuses on building and refining AI‑powered employee support tools such as chatbots and agentic assistants. The day‑to‑day work involves designing prompts, conversational flows and training data, testing and evaluating model outputs for accuracy, relevance and tone, and monitoring performance metrics like containment and user satisfaction. The analyst applies deep knowledge of ServiceNow to translate business processes into intuitive AI scenarios, collaborates with ServiceNow administrators, developers and knowledge‑management teams, and creates documentation and test cases to keep AI content current. The position requires strong experience in AI training, prompt engineering, NLP or conversational design, as well as solid analytics and communication skills to turn insights into actionable improvements. Candidates who have worked on AI solutions for employee or customer support, are comfortable with data‑driven evaluation, and can partner across product, HR and IT functions will be well suited to this high‑impact role.
Secure Every Identity, from AI to Human 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. This is an opportunity to do career-defining work. We're all in on this mission. If you are too, let's talk. The People Operations & Digital Solutions team 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. The Senior AI Analyst opportunity 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. What you’ll bring to the role 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 o
| Role | Senior AI Analyst, People Digital Solutions |
|---|---|
| Company | Okta |
| Location | Bellevue, Washington; Chicago, Illinois; San Francisco, California; Washington, DC |
| Type | full-time |
| Compensation | Not disclosed |
| Posted | 2026-10-08 |
| Deadline | Rolling |
Typical process for this type of role
A general guide — the exact steps for this specific listing may vary; check the original posting for details.
- 1ApplicationSubmit your resume through the apply link.
- 2ScreeningRecruiter reviews your background against the role.
- 3AssessmentA technical test, assignment, or coding round, depending on the role.
- 4Interview(s)One or more rounds with the hiring team.
- 5OfferOffer letter with compensation and start date.
Before you apply
0/4About Okta
Okta, Inc. is an Identity-as-a-Service (IDaaS) company founded in 2009 and based in San Francisco. The company provides identity and access management solutions for workforces, customers, and AI agents. Its offerings include the Okta Platform for governance and the Auth0 Platform for authentication. Okta’s services are designed to secure human and machine identities, helping organizations manage access across their digital ecosystems. The company serves a diverse client base, including major government agencies and two-thirds of the Fortune 100, supporting thousands of organizations globally in securing their business operations and digital infrastructure.
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