AI Support Analyst

What You'll Do

• Serve as helpdesk escalation point for all AI-related issues (access, performance, integration)
• Troubleshoot incidents involving Glean, CoPilot, ChatGPT, Zoom AI, and future AI applications
• Maintain documentation of known issues, resolutions, and best practices
• Monitor AI system health, escalate outages, communicate impacts to stakeholders
• Collaborate with AI system readiness and AI training to test new configurations, validate system integrations, and ensure readiness for production use
• Support AI training in maintaining learning materials and coordinating sessions
• Participate in rollout activities for new AI tools, providing hands-on user assistance
• Formalize user feedback capture; structured collection of sentiment, feature requests, pain points with regular synthesis reports to AI Enablement Lead and Engineering
• Co-own AI usage dashboards and adoption reporting bringing qualitative context from user behavior to shape what gets measured
• Identify recurring support patterns and propose solutions to improve user experience
• Maintain compliance with AI governance, security, and data management standards
• Document AI support procedures aligned with internal IT and People Team standards

You Have

• 2–4 years experience in IT support, systems administration, or AI/automation tool management
• Strong understanding of enterprise AI tools (Claude, CoPilot, Glean, ChatGPT, Zoom AI)
• Excellent troubleshooting, communication, and documentation skills
• Demonstrated ability to collaborate across teams, prioritize, and manage concurrent tasks
• Familiarity with Power BI, SQL, or other reporting tools
• Python proficiency required
• Bachelor's degree in IT, CS, or related field (or equivalent experience)

You Are

• Excited to be part of a growing team, with a focus on driving future growth
• Passionate about delivering exceptional client service
• Knowledgeable about the relationship between Private Equity sponsors and their portfolio companies, particularly within the office of the CFO
• Willing to get your hands dirty in the details of a project while simultaneously seeing the whole picture
• Comfortable managing projects with multiple complex workstreams while also focused on your single workstream (you are managing and doing)
• A self-starter with a strong work ethic
• Full of entrepreneurial spirit and comfortable in a fluid, flat organization
• Able to effectively communicate complex issues and solutions, and raise issues to senior team members when necessary
• A team player, able to work with team members across all levels
• Someone who enjoys mentoring others and doing meaningful work
• A leader of others; you lead by example