AI Delivery & Support Specialist

Ntiva, Inc.•Mc Lean, VA

3d•$70,000 - $80,000•Remote

About The Position

Ntiva is a Managed Services Provider that values growth, innovation, and teamwork. They are seeking an AI Delivery and Support Specialist to manage the full lifecycle of their AI solutions for clients, starting with Claude for Microsoft 365. This role involves scoping and executing new client engagements, from discovery and secure configuration to deployment, skill creation, AI governance establishment, and go-live. Additionally, the specialist will maintain healthy live client environments, ensure governance, and drive continuous improvement by resolving issues within service level agreements.

Requirements

Hands-on Microsoft 365 administration experience (Entra ID, Purview, Teams, SharePoint, Microsoft 365 admin center).
Working knowledge of Claude or comparable large-language-model tooling, including prompt design and configuring AI skills/agents.
Solid security and compliance awareness and secure-configuration practices.
Technical configuration skills — APIs, integrations, SSO/identity, and data-access scoping.
Service-delivery and support fundamentals, including SLA and ticket/queue.
Strong client-facing skills: discovery facilitation, requirements gathering, relationship management, and clear communication and reporting.
Project/engagement management ability and strong documentation discipline.

Nice To Haves

Microsoft certifications (e.g., MS-102, SC-300, or SC-900).
Prior experience at a managed services provider (MSP) or in professional/managed services.
Experience deploying AI or automation solutions in enterprise environments.
Customer-success experience (relationship management, renewals, value reporting).
Adaptability to a growing range of AI tools and solution types as the practice expands beyond Claude for Microsoft 365.

Responsibilities

Lead discovery sessions to assess client's Microsoft 365 environment, data sources, security and compliance requirements, user personas, and priority use cases; document current state and requirements.
Configure and deploy Claude securely within the client’s Microsoft 365 tenant, including identity/SSO (Entra ID), permissions and data-access scopes, and integration with Microsoft 365 applications (Teams, SharePoint, Outlook, and others).
Deploy and tailor the catalog of pre-built skills (prompts, parameters, and data connections); test and validate behavior before go-live.
Create and customize new skills beyond the pre-built catalog, and configure other Claude/AI solutions, to meet client-specific requirements.
Establish the client’s AI governance framework: acceptable-use and data-handling policies, access controls, guardrails, audit logging, and alignment to applicable compliance frameworks (e.g., SOC 2, HIPAA, GDPR).
Train client administrators and end users; create runbooks and quick-start materials.
Produce as-built/configuration documentation; manage scope, timeline, and stakeholders for each engagement.
Own intake, triage, and resolution of client support requests; manage service-level agreements (SLAs) and response/resolution targets, and keep clients informed.
Apply updates to Claude configuration and skills; track and adapt to Anthropic (Claude/model) and Microsoft 365 platform changes; keep integrations current and healthy.
Proactively monitor usage, performance, and errors; run periodic health checks and resolve issues before they affect users.
Continuously review AI governance adherence, audit logs, and usage-policy compliance; detect and remediate drift from the established framework.
Gather user feedback; recommend new skills, optimizations, and version upgrades; manage the change pipeline.
Serve as an ongoing client point of contact; run periodic reviews; produce usage/value and support reporting; surface renewal and expansion opportunities; coordinate escalations with Anthropic and Microsoft support.

Benefits

Medical, Dental and Vision coverage for employee and family
401k + company-matched contributions 4% match on 5% contribution - no vesting period! (Employee and Company contribute after 90 days)
Group Term Life and Accidental Death and Dismemberment coverage (company provided)
Short-Term (voluntary enrollment) and Long-Term Disability coverage (company provided)
Health Savings Account (HSA) Options / PPO Options
Employee Assistance Program
Paid Time Off (PTO) + Volunteer Time Off (VTO) + 8 Paid Holidays + 3 Floating Holidays
Education Reimbursement Program
Generous Employee Referral Program - cash bonus for successful referrals!
Dynamic Recognition and Rewards
Clear Promotion and Advancement Tracks
Work with Industry-Leading Talent