AI Platform Support

AI Platform Support

Location : Remote

Direct-Hire

Benefits : Competitive benefits package, including medical, dental, vision, 401(k), PTO, and more.

About the Role

• Our client, the global leader in claims and risk management solution seeking an AI Platform Support administrator to support the administration, governance, adoption, and Level 2 technical support of enterprise AI platforms, including Claude, ChatGPT Enterprise, and Microsoft 365 Copilot.
• This role sits at the intersection of enterprise application administration, AI platform support, governance, security, and user enablement. You will serve as a primary Level 2 escalation point, troubleshoot platform and access issues, manage platform configurations and integrations, support governance and compliance requirements, and help drive successful adoption across the organization.
• The ideal candidate has experience administering enterprise SaaS platforms in a large or regulated environment and is comfortable working across IT, Information Security, IAM, Legal, Privacy, and business teams.

Key Responsibilities

AI Platform Administration & Governance

• Administer and support enterprise AI platforms including Claude, ChatGPT Enterprise, and Microsoft 365 Copilot.
• Manage approved applications, connectors, plugins, extensions, Skills, custom GPTs, and AI agents through established governance and security processes.
• Configure platform settings, access controls, sharing permissions, licensing, and feature availability.
• Maintain an inventory of approved AI applications, agents, GPTs, Skills, connectors, and integrations.
• Support the controlled rollout of new AI capabilities, including integrations and agent-based automation.
• Partner with Information Security, IAM, Legal, Privacy, and business stakeholders to ensure AI capabilities are enabled responsibly.
• Coordinate with End User Computing on desktop, browser, Office add-in, and managed client deployments.

Level 2 Support & Troubleshooting

• Serve as the designated Level 2 escalation point for AI platform incidents and service requests.
• Troubleshoot authentication, access, licensing, provisioning, permissions, integrations, connectors, and application issues.
• Partner with IAM on SSO, federation, SCIM provisioning, group membership, and entitlement-related issues.
• Support Claude Code and other developer tooling across Windows, macOS, and Linux/WSL environments.
• Troubleshoot ChatGPT Enterprise desktop, Office add-in, connector, plugin, and workspace issues.
• Troubleshoot Microsoft 365 Copilot licensing, agent availability, grounding, indexing, and Office integration issues.
• Reproduce and document confirmed product defects and coordinate escalations with Anthropic, OpenAI, Microsoft, and other vendors.
• Maintain Level 1/Level 2 troubleshooting documentation, known-error records, knowledge articles, and platform runbooks.
• Participate in problem management, root-cause analysis, post-incident reviews, and major-incident communications.

Security, Compliance & Audit

• Monitor administrative and audit activity across enterprise AI platforms.
• Support integration of platform logs with enterprise security monitoring and compliance processes.
• Administer platform data-retention settings in accordance with organizational, Legal, Privacy, and records-management requirements.
• Support authorized data exports, compliance requests, eDiscovery, and other regulatory requirements.
• Maintain documentation and evidence for security, privacy, third-party risk, and audit reviews.
• Enforce approved data-handling and acceptable-use requirements for AI platforms.
• Maintain documented configuration baselines and ensure changes follow established change-management processes.
• Support internal and external audits with configuration, access, entitlement, and change documentation .

Adoption, Analytics & Reporting

• Produce recurring adoption and usage reporting across Claude, ChatGPT Enterprise, and Microsoft 365 Copilot.
• Track active users, utilization, feature adoption, support volume, ticket trends, and recurring platform issues.
• Consolidate metrics into cross-platform reporting for leadership.
• Gather user feedback through surveys and stakeholder discussions to measure satisfaction, productivity impact, and adoption barriers.
• Provide monthly operational reporting and quarterly business review materials to AI Technology leadership.
• Use support and adoption data to identify opportunities for configuration improvements, training, and enablement.

User Enablement & Change Management

• Support organization-wide AI training, department-level enablement, and recurring office hours.
• Develop and maintain guidance around appropriate use of each AI platform.
• Maintain self-service resources, support channels, knowledge articles, and approved AI resources.
• Partner with the AI Center of Excellence to curate approved prompts, Skills, GPTs, and agents.
• Support an internal AI champion network through training, guidance, and demonstration materials.
• Incorporate AI platform onboarding into new-hire and employee enablement programs.
• Provide feedback and recommendations following each rollout phase to improve adoption and user experience.

Required Qualifications

• Bachelor's degree in Information Technology, Computer Science, or a related field, or equivalent professional experience.
• 5+ years of experience administering enterprise SaaS or technology platforms in a large, complex, or regulated environment.
• 2+ years of experience serving as a Level 2 escalation/support owner for enterprise applications or platforms.
• Hands-on experience administering Microsoft 365, including the Microsoft 365 admin center, licensing, service-plan assignment, and integrated application governance.
• Working knowledge of SSO, SAML/federation, SCIM, provisioning, and enterprise access management sufficient to troubleshoot access issues and partner with IAM teams.
• Experience applying least-privilege principles, access controls, and formal change-management processes.
• Experience working with an ITSM platform, preferably ServiceNow, across incident, request, problem, and knowledge management.
• Ability to interpret administrative logs and analytics and use REST APIs for administrative tasks.
• Basic scripting experience with PowerShell, Python, or similar scripting languages.
• Command-line/terminal proficiency and experience supporting developer tools across Windows, macOS, and/or Linux.
• Strong technical writing skills with experience creating runbooks, knowledge articles, support documentation, and operating procedures.
• Strong communication and collaboration skills with the ability to explain technical concepts and constraints to both technical and non-technical audiences.

Preferred Qualifications

• Experience supporting enterprise AI platforms, GenAI tools, AI assistants, or AI-powered applications.
• Experience with Claude, ChatGPT Enterprise, Microsoft 365 Copilot, Copilot Studio, or similar enterprise AI platforms.
• Experience with AI governance, responsible AI, data privacy, security controls, or technology risk.
• Experience supporting enterprise application integrations, connectors, plugins, APIs, or agent-based capabilities.
• Experience working in a regulated or highly controlled environment.
• Experience with adoption analytics, technology enablement, or organizational change management.

Benefits

Competitive benefits package designed to support your health, financial well-being, and work-life balance, including:

• Medical, dental, and vision insurance, with medical plan options including an HDHP with HSA
• Mental health and wellness resources, including confidential counseling and virtual support
• 401(k) savings plan with company match
• Paid time off, paid holidays, and paid parental/adoption/surrogacy leave
• Flexible Spending Accounts (FSA) and dependent care options
• Life insurance, including basic and supplemental coverage
• Short- and long-term disability insurance
• Family care and financial support resources
• Employee assistance and wellness programs
• Additional voluntary benefits, including commuter, legal services, identity theft protection, critical illness, and accident insurance