AI Enablement Associate - Computing Services

About the role

Translate customer ideas into value creating initiatives via facilitation and elicitation of problems, ideas and requirements. Work with service owners to identify, qualify and improve service gaps for university partners. Solves problems through innovative out of the box thinking through examination of people, process and technology. Establishes a common understanding of the departmental/university environment and business objectives in which a project (or solution) must be defined, designed, created, deployed, used and supported. Requires an understanding of business processes, systems, organizational structure, and departmental/university business operations. Contributes as part of a team with senior staff to define and scope solutions into actionable implementation projects.

Carnegie Mellon University has been leading the field of artificial intelligence since the very beginning. But having world-class AI research does not automatically mean everyone knows how to use these tools confidently, safely, or effectively in their daily work. That is where you come in.

Computing Services, the central IT department, is seeking an AI Enablement Associate to help faculty, staff, and campus partners effectively use university-supported AI tools. Working alongside AI Enablement Consultants and senior colleagues, you will provide hands-on support by responding to user inquiries, developing and maintaining documentation, coordinating training, supporting workshops and events, and helping scale AI enablement across the university. This role offers an excellent opportunity to build expertise in AI enablement, user support, training, and program delivery while developing the skills needed to grow into more advanced AI consulting and enablement roles.

Responsibilities

• User support: Respond to support requests, clarify user needs, resolve issues within the team's scope, document recurring support trends, and coordinate appropriate escalation for more complex requests.
• Training and program coordination: Support workshops, webinars, office hours, onboarding sessions, and other programs by preparing materials, coordinating logistics, communicating with participants, capturing notes, and tracking follow-up activities. Assist with initiatives such as the GenAI Accelerator Program, AI Center of Excellence sessions, Community of Practice meetings, and other campus events.
• Knowledge resources: Create and maintain user-facing resources, including how-to guides, FAQs, knowledge base articles, training materials, sample prompts, and use-case libraries. Translate product updates, new capabilities, and team guidance into clear, accessible documentation.
• Continuous improvement: Identify common support trends, recommend improvements to documentation and training materials, and contribute to scalable processes that improve the user experience and expand AI effectiveness across the university.

Qualifications

• Early-career professional with experience in technical support, business analysis, educational technology, program coordination, training, communications, or a related field.
• Curious, eager to learn, and committed to helping others use AI tools effectively and responsibly; AI expertise not required on day one.
• Communicates technical concepts clearly to non-technical audiences and enjoys creating user-friendly documentation, training materials, and communications.
• Organized, dependable, and comfortable balancing multiple priorities; identifies patterns in user feedback, documents opportunities for improvement, knows when to seek additional guidance, and is comfortable learning new AI platforms and translating technical information into practical guidance for end users.
• Experience in higher education, enterprise technology, or other large, decentralized organizations preferred.
• Experience developing user-facing documentation, knowledge base content, training materials, or communications preferred.
• Bachelor's degree in Information Systems, Business Analytics, Communications, Educational Technology, Instructional Design, or a related field — or an equivalent combination of education and experience — preferred.

Benefits

• Comprehensive medical, prescription, dental, and vision insurance
• Generous retirement savings program with employer contributions
• Tuition remission for employees and dependents
• Ample paid time off and observed holidays
• Life and accidental death and disability insurance
• Free Pittsburgh Regional Transit bus pass
• Access to Family Concierge Team for childcare navigation
• Fitness center access
• Additional perks and benefits detailed at cmu.edu/jobs/benefits-at-a-glance

Schedule

• Full-time, staff regular position
• Location: Pittsburgh, PA
• Pay basis: Salary