Artificial Intelligence Platform and Service Lead

Emory University•Atlanta, GA

5h•Remote

About The Position

The Artificial Intelligence Platform and Service Lead owns operational administration and service delivery for Emory University’s approved enterprise AI platforms, including Claude for Education, Claude Code, Claude Cowork, NebulaOne, and future approved services. This role manages day-to-day provisioning, access, support, and reporting. It does not perform software engineering, application development, or infrastructure engineering; those responsibilities sit with the AI Solutions Lead. The position is part of Emory’s newly established AI & Automation Enablement function within OIT. The successful candidate will help build and scale enterprise AI capabilities, services, governance coordination, and AI-enabled solutions across academic, research, and administrative domains. The role works across diverse stakeholder groups and leads through influence. Tasks can be performed remotely, with only occasional supported visits to an Emory University location. Emory reserves the right to change this status with notice to the employee.

Requirements

Bachelor’s degree in information technology, information systems, computer science, business administration, or a related field, and five years of progressively responsible experience in platform administration, SaaS administration, IT service management, or technology operations; OR an equivalent combination of education, training, and experience.
Experience administering enterprise SaaS or cloud platforms and supporting end users across multiple stakeholder groups.
Demonstrated ability to build and run operational workflows from scratch, with comfort defining processes while executing them.

Nice To Haves

Experience with identity and access management, service management practices, and reporting/dashboard tools.
Familiarity with AI platforms; strong SaaS/cloud platform administration fundamentals may substitute for this experience.
Experience in higher education or a complex, decentralized organization.
ITIL, service management, or platform administration certifications.

Responsibilities

Administer user provisioning, workspace and tenant configuration, license assignment, feature enablement, and user lifecycle management across approved AI platforms.
Build and operate intake, approval, and provisioning workflows for request-based access, ensuring requests are processed promptly and consistently with institutional policy.
Serve as the primary operational point of contact for AI platform support; resolve or coordinate resolution of user issues, manage platform updates, and communicate service changes.
Support operational readiness for active pilots and coordinate onboarding for new users and approved use cases.
Develop and maintain service catalogs, administration guides, knowledge articles, and support documentation.
Establish and report service-level measures, including request fulfillment time, onboarding volume, support responsiveness, license utilization, and adoption trends; build dashboards to support leadership decision-making.
Partner with the AI Solutions Lead on operational handoffs for new platforms and pilots moving toward production.
Work with information security, data governance, accessibility, identity management, and procurement on compliance and operational reviews, implementing approved controls rather than setting policy.
Support governance council submissions with operational data, such as usage, adoption, and license metrics.
May coordinate vendor support contacts, student workers, or temporary staff supporting service operations.
Perform related responsibilities as required in a function being built from the ground up.