Supports IT development projects or operations by performing system configuration, development of technical documentation and presentation materials. Engages in user outreach, issues management, research, peer and best practices benchmarking, user provisioning, and end user training. Provides Tier One and Tier Two production support, including customer communication, troubleshooting, researching and recommending resolution options, following standard procedures and processes according to established service levels. Interviews key stakeholders and end users to analyze business processes and systems needs. Translate business requirements into functional and technical specifications. Captures use cases, user stories and conceptual process models. Meets with customers to field direct requests, discuss requirements and collaborate on solution design including business process and policy related matters where applicable. Works with the technical team to make sure that requirements are well understood as part of the software development lifecycle e.g., requirements review, turnover, signoff. Develop test scripts and executes testing to ensure new products, enhancements, bug fixes, and patches function as expected and without introducing regression issues. Provide functional support during project release go lives, which may include occasional evening or weekend work. Assist with general administration, special projects, and performs other related job duties as needed. The ideal candidate must demonstrate keen problem solving troubleshooting ability, business systems savvy, and attention to detail.

Position Description
This role will provide critical operational support to our faculty, learners, and staff in support of the client’s mission to educate leaders who make a difference in the world. They are responsible for the operation support of AI platforms, including ChatGPT, Lovable, and Claude among others.
The ideal candidate is an energetic quick learner who possesses superior interpersonal and communication skills, has experience supporting and provisioning AI tools, and regularly demonstrates creative problem solving.

Responsibilities:
Diagnose, escalate and resolve software incidents for vendor-based and custom developed AI applications
Responsible for provisioning and deprovisioning user accounts for platforms in the AI service portfolio including ChatGPT, Claude, and Lovable.
Participate in projects providing subject matter and technical expertise on applications
Configure applications to match business needs
Draft and update use case and technical documentation as needed
Create troubleshooting guides and knowledge articles
Complete other responsibilities as assigned

Basic Qualifications
At least 2 years in a technical role

Preferred Qualifications and Skills
Bachelor's degree in computer science, technology, management information systems, computer engineering, or similar field is preferred

Higher Ed experience
Administering, configuring, and maintaining AI applications
Demonstrated solution design using both technical and business process approaches is preferred
Experience with custom developed applications and the software development life cycle is preferred
Experience leveraging APIs, reporting, and data analytics is preferred

Working Conditions
Additional support outside of regularly scheduled hours, including early mornings, nights, weekends, and holiday breaks, will occasionally be required

Notes:
Hybrid position (some combination of onsite and remote) where you are required to be onsite at least 3 times per week.