Analyst, AI Platform – Enablement

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

📋 Description

• Oversee the management of authorized enterprise AI platforms, which includes user and group administration, licensing, access evaluations, and standard workspace configurations.

• Handle user provisioning, deprovisioning, entitlements, and manage the AI Support queue.

• Address Tier 1 and Tier 2 issues related to access, permission settings, and usage.

• Supervise the health of connectors, sync status, authentication conditions, and permission distribution.

• Facilitate both vendor and internal technical escalations alongside user communications.

• Update and maintain operational runbooks, known-issue documentation, support protocols, change logs, and rollout communications.

• Assist in onboarding users and provide demonstrations, office hours, workflow coaching, and training on authorized tools, prompting practices, Glean usage, and responsible AI practices.

• Develop and sustain FAQs, instructional guides, troubleshooting materials, release notes, and training resources for non-technical users.

• Aid employees in transforming business tasks into secure, ethical, responsible, and effective AI-assisted workflows.

• Collect user feedback, pinpoint adoption obstacles and recurring support issues, and suggest enablement or process enhancements.

• Monitor adoption rates, license usage, support demand, enablement engagement, and service performance KPIs.

• Conduct regular access reviews, attestations, and governance reporting.

• Report misuse, safety issues, policy deviations, and technical problems beyond scope.

• Adhere to company ethics, data management, privacy, compliance, and policy standards.

⛳️ Requirements

• A Bachelor’s or university degree in a relevant Information Technology field, or equivalent professional experience is required.

• A minimum of 3 years of proven experience in SaaS administration, enterprise applications, IT operations, technical support, enablement, or a similar role.

• Proficiency in utilizing enterprise AI tools such as Glean, Claude, Claude Code, Copilot, ChatGPT, or similar platforms.

• Familiarity with RAG, LLMs, prompting, grounding, agents, guardrails, and human-in-the-loop reviews.

• Experience managing a cloud or SaaS platform, including user, group, permission, and configuration management, as well as identity and access workflows, and connector or indexing issues that affect content retrieval.

• Strong troubleshooting skills with the ability to identify routine issues, create clear user instructions, and escalate problems with pertinent findings and reproduction steps.

• Experience in onboarding and coaching new users, articulating technical concepts to non-technical audiences, collaborating across departments, and gathering feedback to enhance adoption.

• Proficient in using dashboards, spreadsheets, or BI tools to monitor adoption and operational KPIs.

• Knowledge of AI governance, ethical use of AI, data management, basic safety principles, and escalation parameters within an enterprise context.

• Experience with ITSM workflows, vendor ticketing systems, low-code automation, or light scripting, as well as enterprise search or knowledge systems, and AWS-hosted services like Bedrock is preferred.

• Must have legal authorization to work in the United States without requiring visa sponsorship.

🏝️ Benefits

• Variable incentives, including bonuses or sales commissions.

• Comprehensive healthcare plan options.

• Retirement plan with company matching contributions.

• Life insurance and additional supplemental insurance options.

• Paid time off along with company holidays.

• New Parent Leave.

• Wellness programs.