Analyst, AI Platform & Enablement

11 11 Systems•USA - Virtual, US,

5d•$112,000 - $126,000•Remote

About The Position

The Analyst, AI Platform & Enablement supports the day-to-day operations, adoption, and continuous improvement of the company’s approved AI platforms. This hands-on individual contributor combines steady-state operational ownership with employee enablement: managing access and provisioning workflows, supporting end users, troubleshooting routine platform and connector issues, delivering onboarding and training, maintaining user-facing documentation, and tracking adoption and support KPIs. This is a full time, remote role, based in the United States, reporting to the Director of AI.

Requirements

Bachelor’s or university degree in related Information Technology field, or equivalent years of related work experience required
3+ years of demonstrated experience in SaaS administration, enterprise applications, IT operations, technical support, enablement, or a similar environment
Demonstrated hands-on fluency with enterprise AI tools such as Glean, Claude, Claude Code, Copilot, ChatGPT, or comparable platforms, with working knowledge of RAG, LLMs, prompting, grounding, agents, guardrails, and human-in-the-loop review.
Experience administering a cloud or SaaS platform, including users, groups, permissions, configurations, identity and access workflows, and connector or indexing issues affecting content retrieval.
Strong troubleshooting discipline, including the ability to isolate routine issues, create clear user guidance, and escalate problems with relevant findings and reproduction steps.
Experience onboarding and coaching new users, communicating technical concepts clearly to non-technical audiences, collaborating across departments, and gathering feedback to improve adoption. Comfortable using dashboards, spreadsheets, or BI tools to track adoption and operational KPIs.
Understanding of AI governance, ethical and responsible AI use, data handling, basic safety concepts, and escalation boundaries in an enterprise setting
Must be legally eligible to work in United States without visa sponsorship

Nice To Haves

Experience with ITSM workflows, vendor ticketing, low-code automation, or light scripting, enterprise search or knowledge systems, and AWS-hosted services such as Bedrock is preferred.

Responsibilities

Administer approved enterprise AI platforms, including users and groups, licenses, access reviews, and standard workspace settings.
Manage user provisioning, deprovisioning, entitlements, and the AI Support queue; resolve Tier 1 and Tier 2 access, permission configuration and usage issues. Monitor existing connector health, sync status, authentication state, and permission propagation; coordinate vendor and internal technical escalations and user communications
Maintain operational runbooks, known-issue records, support procedures, change logs, and rollout communications for approved features and changes
Onboard users and deliver demonstrations, office hours, workflow coaching on approved tools, prompting practices, Glean usage, and responsible AI use.
Create and maintain concise FAQs, how-to guides, troubleshooting content, release notes, and training materials for non-technical audiences in collaboration with HR team and other departments' enablement arms.
Help employees translate business tasks into safe, ethical, responsible, and effective AI-assisted workflows using approved tools.
Gather user feedback, identify barriers to adoption and recurring support themes, and recommend enablement or process improvements.
Track adoption, license utilization, support demand, enablement participation, and service performance KPIs; complete routine access reviews, attestations, and governance reporting and escalate misuse, safety concerns, policy exceptions, and out-of-scope technical issues.
Work supportively with colleagues, operating in a manner that is consistent with 11:11’s Code of Business Ethics and Company Values
Responsibly receive, transmit, and handle company data and information per Company data handling agreements, work procedures and policies
Review and follow company policies and guidelines, data privacy practices, including annual compliance training certification and policy acknowledgements
Additional duties as assigned