AI Support Analyst

Accordion•Boston, MA

22h•Hybrid

About The Position

The AI Support Admin plays a critical role in ensuring the smooth operation and adoption of AI tools across Accordion. Acting as the first line of specialized support for AI-related escalations, this individual bridges day-to-day technical assistance with long-term enablement initiatives. Reporting to the AI Enablement Lead, the Analyst will partner closely with both AI system readiness and AI training to resolve user issues, maintain system readiness, and enhance firmwide confidence in AI-driven tools. This role combines hands-on technical troubleshooting with process and training support—making it ideal for someone who is equally comfortable solving technical challenges, documenting best practices, and assisting in the rollout of new AI capabilities. The ideal candidate is a problem-solver who thrives at the intersection of technology and people. They bring curiosity about AI, patience in helping users, and the technical acumen to keep systems running smoothly. This person takes initiative, communicates clearly, and sees AI not just as a set of tools—but as a transformational force to make work more intelligent, efficient, and collaborative. This position will ideally be based in one of our US offices and is a hybrid role with the flexibility to work remotely 2 days per week (also eligible for remote candidates). This position is not eligible for immigration sponsorship.

Requirements

2–4 years of experience in IT support, systems administration, or AI/automation tool management
Strong understanding of enterprise AI tools such as Microsoft CoPilot, Glean, ChatGPT, Zoom AI, or similar
Excellent troubleshooting, communication, and documentation skills
Demonstrated ability to collaborate across teams, prioritize effectively, and manage multiple concurrent tasks
Familiarity with Power BI, SQL, or other reporting tools is a plus
Bachelor’s degree in Information Technology, Computer Science, or related field (or equivalent experience)

Nice To Haves

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

Responsibilities

Serve as the Help Desk escalation point for all AI-related issues, including tool access, performance, and integration challenges
Troubleshoot and resolve incidents involving platforms such as Glean, CoPilot, ChatGPT, Zoom AI, and future AI applications
Maintain documentation of known issues, resolutions, and best practices to improve first-line Help Desk response efficiency
Monitor AI system health, escalate platform-level outages, and communicate impacts to stakeholders as appropriate
Work with AI system readiness to test new configurations, validate system integrations, and ensure readiness for production use
Support AI training in maintaining learning materials, managing AI knowledge articles, and coordinating firmwide training sessions
Participate in rollout activities for new AI tools and enhancements, providing hands-on user assistance and feedback for improvement
Assist in building and maintaining AI usage dashboards and adoption reports in collaboration with the BI and Data Analytics teams
Identify recurring support patterns and propose solutions to improve user experience and system performance
Maintain compliance with Accordion’s AI governance, security, and data management standards
Document AI support procedures, ensuring alignment with internal IT and internal People Team standards