Senior Analyst, AI Engineer

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

📋 Description

• Utilize extensive platform knowledge to address incoming incidents from end users, including how-to inquiries, error messages, bugs, and enhancement requests.

• Manage the ticket lifecycle in ServiceNow, encompassing intake, categorization, resolution or escalation, and closure documentation.

• Recognize patterns in ticket volume and communicate recurring issues to the product team for upstream resolutions or updates to the knowledge base.

• Escalate matters requiring engineering intervention with well-documented technical context to expedite resolution.

• Create and maintain internal technical documentation that covers platform behavior, troubleshooting workflows, and support instructions.

• Produce public-facing self-service content for end users, collaborating with the Artey team to ensure documentation is integrated and accessible through the platform.

• Tailor all documentation for the appropriate audience, converting technical details into clear, actionable guidance for end users and Tier 1 agents as necessary.

• Collaborate with the IT Service Center to ensure Level 1 agents have access to the knowledge base content and troubleshooting guidance needed to address basic issues.

• Design and conduct targeted training sessions for business units facing confusion or low adoption.

• Gather user feedback from support interactions and translate it into actionable recommendations for the product team.

• Work alongside the Build team on automation development, feature testing, quality assurance, and deployment validation.

• Contribute to documentation and process design for new capabilities as they are created.

⛳️ Requirements

• Minimum of 2 years of experience in a technical role involving automation, systems analysis, data engineering, or platform operations.

• At least 2 years of experience producing technical documentation, workflow guides, or process materials in a professional setting.

• More than 1 year of experience in an agile or evolving environment where processes and tools are actively developed or refined.

• A minimum of 2 years demonstrating the ability to identify, analyze, and resolve issues with enterprise software platforms (preferred).

• Over 1 year of experience writing technical documentation, SOPs, workflow guides, or user-facing content (preferred).

• At least 1 year of practical experience with an enterprise ticketing or incident management system (ServiceNow preferred).

• Hands-on experience with the Anthropic Claude platform (Claude.ai or Claude for Enterprise).

• Foundational understanding of programming concepts (Python or JavaScript) or eagerness to develop those skills.

• Comfort in working with APIs or a desire to learn how enterprise AI integrations are constructed.

• Experience in a large enterprise or healthcare/regulated setting (preferred).

• Familiarity with AI tools or large language models beyond basic end-user applications (preferred).

🏝️ Benefits

• Medical, dental, and vision coverage.

• Paid time off.

• Retirement savings options.

• Wellness programs.

• Additional resources, based on eligibility.