AI Platform Administrator

This is a fully remote position, open to applicants in Florida.

📋 Description

• Oversee features, connectors, applications, plugins, extensions, agents, custom GPTs, and Skills across Claude, ChatGPT Enterprise, and Microsoft 365 Copilot.

• Manage approved allowlists, inventories, version control, ownership assignments, sharing defaults, and platform configuration baselines.

• Facilitate the routing of new capabilities through security review, IT governance, and enterprise change control processes.

• Administer grounding and search data sources with documented data-owner approval and confirmed permissions.

• Implement phased feature rollouts and reevaluate governance at each phase.

• Coordinate the managed deployment of desktop, browser, Office add-in, and extension clients with End User Computing.

• Act as a Level 2 escalation point for incidents and service requests related to Claude, ChatGPT, and Copilot.

• Triage issues related to authentication, provisioning, entitlement, licensing, connector, integration, client, add-in, and content-filtering.

• Reproduce, document, and escalate verified platform defects to Anthropic, OpenAI, or Microsoft support.

• Maintain support knowledge bases, Level 1 triage scripts, known-error records, runbooks, escalation models, coverage rotations, and escalation matrices.

• Contribute to problem management, root cause analysis, post-incident reviews, and major-incident communications.

• Monitor audit and activity logging and support security-monitoring integrations.

• Administer retention settings and assist with validated Legal, Privacy, Information Security, eDiscovery, DLP, regulatory, risk, and audit requests.

• Provide evidence for third-party risk, security, and privacy assessments.

• Enforce standards for acceptable use and data handling.

• Generate recurring platform adoption analytics and compile metrics into a comprehensive cross-platform view.

• Administer user surveys and produce monthly operational reports and quarterly business review contributions.

• Track support volume, ticket aging, first-contact resolution, and recurring failure patterns.

• Facilitate introductory sessions, department enablement, office hours, onboarding, LMS training, and the champion network.

• Maintain platform guidance, internal support and community channels, self-service resources, and sanctioned prompts, Skills, GPTs, and agents.

• Provide retrospectives for rollout phases.

• Perform additional duties as assigned.

⛳️ Requirements

• Bachelor's degree in information technology, computer science, or a related field, or equivalent professional experience.

• A minimum of five (5) years administering enterprise SaaS platforms in a regulated or large-enterprise setting.

• At least two years serving as a designated Level 2 escalation owner.

• Practical administration experience within a Microsoft 365 tenant, including the Microsoft 365 admin center, licensing, service plan assignment, and governance of integrated apps or add-ins.

• Familiarity with enterprise single sign-on and SCIM provisioning concepts.

• Experience applying least-privilege principles to platform settings and integrations, and working within formal change control.

• Working knowledge of an ITSM platform, preferably ServiceNow.

• Ability to interpret audit logs and administrative analytics.

• Proficiency in using REST APIs for administrative tasks.

• Capability to write or modify basic PowerShell or Python scripts.

• Command-line and terminal proficiency across Windows, macOS, and Linux/WSL platforms.

• Strong technical writing abilities, with experience in producing runbooks, knowledge articles, and operational policies.

• Ability to collaborate with Information Security, IAM, Legal, Privacy, and business stakeholders.

• Skill in conveying technical constraints to non-technical audiences.

• Capacity to manage multiple priorities and meet deadlines.

• Willingness to travel as necessary.

🏝️ Benefits

• Work-life balance.

• Reasonable accommodations when applicable and appropriate.

• Equal Opportunity Employer.

• Drug-Free Workplace.