Analyst, AI Platform – Enablement

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

📋 Description

• Oversee the administration of approved enterprise AI platforms, managing users and groups, licenses, access evaluations, and standard workspace configurations.

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

• Address Tier 1 and Tier 2 access, permission configurations, and usage challenges.

• Track the health of connectors, synchronization status, authentication states, and permission propagation.

• Facilitate escalations with vendors and internal teams, along with user communications.

• Maintain operational runbooks, records of known issues, support protocols, change logs, and communication for rollouts.

• Onboard users and provide demonstrations, office hours, coaching on workflows, guidance on prompting, Glean support, and training on responsible AI.

• Develop and update FAQs, how-to manuals, troubleshooting documentation, release notes, and training resources for non-technical users.

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

• Collect user feedback, pinpoint adoption challenges and recurring support themes, and suggest improvements for enablement or processes.

• Monitor adoption rates, license usage, support demands, enablement participation, and service performance KPIs.

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

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

• Manage company data and information in accordance with corporate agreements, procedures, and policies.

• Adhere to company policies, data privacy standards, complete annual compliance training certifications, and acknowledge policies.

• Perform additional duties as required.

⛳️ Requirements

• A Bachelor's or university degree in a relevant Information Technology field, or equivalent years of related professional experience are mandatory.

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

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

• Foundational knowledge of RAG, LLMs, prompting, grounding, agents, guardrails, and human-in-the-loop reviews.

• Experience in administering a cloud or SaaS platform, including user management, group configurations, permission settings, identity and access workflows, and issues related to connectors or indexing impacting content retrieval.

• Strong troubleshooting skills with the ability to identify routine issues, provide clear guidance to users, and escalate problems with detailed findings and reproduction steps.

• Proven experience in onboarding and training new users, effectively communicating technical concepts to non-technical audiences.

• Experience in cross-department collaboration and gathering 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 management, fundamental safety concepts, and escalation boundaries within an enterprise environment.

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

• Must possess legal eligibility to work in the United States without requiring visa sponsorship.

🏝️ Benefits

• Comprehensive healthcare plan options.

• Retirement plan with company matching.

• Life and other supplemental insurance options.

• Paid time off along with company holidays.

• New Parent Leave.

• Wellness programs.

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