Analyst, AI Platform & Enablement

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

📋 Description

• Oversee approved enterprise AI platforms, including user and group management, licensing, access reviews, and standard workspace configurations.

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

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

• Monitor the health of connectors, sync statuses, authentication states, and permission propagation.

• Facilitate technical escalations with vendors and internal teams, as well as manage user communications.

• Maintain operational runbooks, records of known issues, support procedures, change logs, and rollout communications.

• Onboard users and provide demonstrations, office hours, workflow coaching, prompting practices, Glean usage, and responsible AI training.

• Develop and update FAQs, how-to guides, troubleshooting content, release notes, and training materials for non-technical users.

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

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

• Monitor adoption rates, license utilization, support demand, enablement participation, and service performance KPIs.

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

• Report misuse, safety issues, policy exceptions, and technical concerns that fall outside the defined scope.

• Adhere to company ethics, values, data handling agreements, operational procedures, policies, privacy practices, compliance training, and policy acknowledgements.

• Carry out additional tasks as assigned.

⛳️ Requirements

• Bachelor's degree or equivalent in a related Information Technology field, or comparable years of relevant work experience required.

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

• Proficient with enterprise AI tools such as Glean, Claude, Claude Code, Copilot, ChatGPT, or similar platforms.

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

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

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

• Experience in onboarding and training new users while conveying technical concepts clearly to non-technical audiences.

• Proven ability to collaborate across departments and gather feedback to enhance adoption.

• Comfortable utilizing dashboards, spreadsheets, or BI tools to monitor adoption and operational KPIs.

• Knowledge of AI governance, ethical and responsible AI usage, data handling, fundamental safety concepts, and escalation boundaries within an enterprise environment.

• Preferred experience with ITSM workflows, vendor ticketing, low-code automation or light scripting, enterprise search or knowledge systems, and AWS-hosted services such as Bedrock.

• Must be legally authorized to work in the United States without the need for visa sponsorship.

🏝️ Benefits

• Comprehensive healthcare plan options.

• Retirement plan with company match.

• Life and other supplemental insurance options.

• Paid time off and company-recognized holidays.

• New Parent Leave.

• Wellness programs.

• Variable incentives such as bonuses or sales commissions may be available.