Role Description

This role is a contract assignment at Palo Alto Networks. Contractors will not be employed by Palo Alto Networks but through our trusted staffing partners.  

Palo Alto Networks is looking for a Sr. Project manager - Contractor to work with the Global Customer Support org. This is a great opportunity for a talented individual who has the desire to associate with a fast-growing company in a truly international environment. 

• Location - Santa Clara, CA (Hybrid)
• Duration -  7 months 

As a Sr. Project Manager (Contractor), you will directly and visibly contribute to our overall success and daily operations within the Global Customer support team and will report to the Director, IT Product Management.

Your Impact

• Partner with Customer Support, Product, Engineering, and UX to define roadmap features, design customer-centric workflows, and improve self-service capabilities
• Lead or support enhancements related to user experience (UX), including UI feedback loops, accessibility improvements, and consistent design patterns across the support portal
• Lead enhancements related to AI-driven support features, including integration of LLMs for chatbots, intelligent case classification etc
• Document process flows, use cases, user stories, acceptance criteria, and system specifications to support development and testing
• Participate in UAT and release validation activities for new features or system changes.
• Work with IT to plan, design, develop, test and deploy changes to our customer support portal and associated technologies. 
• Maintain and work from a product backlog to keep several improvements and initiatives going. 
• Clearly articulate and document business requirements Perform Quality Assurance and facilitate User Acceptance Testing. 
• Coordinate project delivery by participating in design reviews and walk-throughs to communicate business requirements and validate proposed solutions. 
• Assist with meeting facilitation by sending meeting agendas capturing and distributing meeting minutes, and tracking assigned team actions. 
• Proactively identifies dependencies between teams and ensures all plans align on delivery criteria Analyzes projects to identify risks and potential roadblocks, and modifies project plans to mitigate risk. 
• Proactively manages dependencies and resolves issues 
• Participate as appropriate in associated cross functional projects around data quality, optimization and scaling of the systems 
• Designs and implements solutions to improve existing support processes and tools. 
• Promotes best practices and trains others on existing and new processes and tools across teams and department 
• Ensure all project artifacts (BRD’s, User stories, Design Docs, Test Plans, etc.) are completed and approved in a timely fashion, and are saved in the program’s central repository. 
• Builds and maintains relationships with IT, Support and all cross departmental stakeholders to increase collaboration and productivity.

 Skills & Experience

• Hands-on experience with Support tools including Service Cloud, Omnichannel, Escalation Management etc
• 5+ years project management experience leading projects of significant complexity. 
• Experience working in High Technology Support organizations is preferred. 
• Familiarity with the New Product Introduction process and programs is a plus. 
• Understanding of both Agile and Waterfall Methodologies. 
• Proficient with Jira project management software

Education

Bachelor's degree in Business Administration or Information Technology is required.

Compensation

The compensation offered for this position will depend on qualifications, experience, and work location.  For candidates who receive an offer, this is the pay range that Magnit (the staffing agency) reasonably expects to pay for this position: $70/hour to $75/hour. Please note that the compensation information in this posting reflects the hourly wage only and does not include benefits.  Magnit offers Medical, Dental, Vision and 401K. Magnit is not able to provide assistance to candidates requiring sponsorship or a visa for this position.     

Information about Palo Alto Networks

At Palo Alto Networks®, everything starts and ends with our mission:
Being the cybersecurity partner of choice, protecting our digital way of life.
We have the vision of a world where each day is safer and more secure than the one before. These aren’t easy goals to accomplish — but we’re not here for easy. We’re here for better. We are a company built on the foundation of challenging and disrupting the way things are done, and we’re looking for innovators who are as committed to shaping the future of cybersecurity as we are.