AI Operations Analyst

ECI•Boston, MA

About The Position

ECI is seeking an AI Operations Analyst to serve as the operational front door for AI across its client base. The role helps clients adopt, operate, govern, and expand their use of approved enterprise AI platforms while connecting each request to suitable technical guidance, governance processes, and service engagements. The AI Operations Analyst owns AI-related requests from intake through confirmed outcomes, coordinates work across internal teams, and maintains clear client communication. The role combines technical support, client advisory, use-case discovery, governance awareness, and service coordination. The analyst is expected to understand the business need behind each request, translate technical concepts into practical guidance, and engage specialists when broader value or deeper expertise is needed. The analyst works alongside engineers, governance specialists, adoption consultants, business development, and client-facing teams, while helping shape ECI’s managed AI operations discipline.

Requirements

Three to seven years of experience in technical account management, customer success engineering, managed services operations, solutions engineering, Microsoft 365 administration, IT service delivery, SaaS support, or enterprise technical support.
Demonstrated success in a client-facing technical role and experience using an IT service-management platform such as ServiceNow.
Working knowledge of Microsoft 365, including Copilot, Teams, SharePoint Online, Exchange Online, and Microsoft Entra ID.
Familiarity with enterprise AI platforms, SaaS administration, licensing, single sign-on, SCIM, conditional access, and ITIL service-management concepts.
Foundational understanding of AI governance, responsible AI, data protection, security, and operational risk.
Ability to translate technical concepts into business language, uncover requirements through discovery conversations, and coordinate effectively across technical and client-facing teams.
Excellent written communication, documentation, analytical, escalation-management, and knowledge-authoring skills.

Nice To Haves

Microsoft 365 Certified: Administrator Expert (MS-102), Microsoft Azure AI Fundamentals (AI-900), or ITIL 4 Foundation certification.
Experience with Claude Enterprise, ChatGPT Enterprise, Copilot Studio, Microsoft Purview, Defender for Cloud Apps, or Microsoft Power Platform.
Exposure to AI governance frameworks or responsible AI programs.
Experience supporting financial services or another regulated industry.

Responsibilities

Serve as the primary intake point for AI-related incidents, requests, advisory questions, changes, and operational needs, maintaining ownership through confirmed resolution or outcome.
Classify, prioritize, document, and coordinate work through established service-management processes, and provide proactive communication to clients and internal stakeholders.
Provide operational support for Microsoft 365 Copilot, Anthropic Claude Enterprise, OpenAI ChatGPT Enterprise, Copilot Studio, approved agents and connectors, and future approved AI platforms.
Support licensing, entitlements, user access, group membership, troubleshooting, configuration validation, feature guidance, prompt assistance, and agent triage.
Determine when requests can be resolved through standard procedures and when specialist teams should be engaged.
Engage clients to understand business objectives and connect needs to relevant AI use cases, productivity goals, adoption requirements, and operational outcomes.
Provide guidance on documented platform capabilities, limitations, and best practices, and participate in discovery discussions when technical context is needed.
Recognize opportunities for AI Adoption, AI Governance, AI Engineering, AI Deployment, managed AI services, or related project work, and introduce the appropriate ECI leader or delivery specialist.
Identify data protection, responsible AI, security, compliance, shadow AI, prompt-injection, and data-exposure concerns and route them through the correct escalation process.
Maintain knowledge articles, runbooks, and standard operating procedures; track recurring support patterns and release impacts; and recommend automation, self-service, and service improvements.