AI Operations Sr Analyst

Job Summary

Job Summary : Join our Digital Workplace team as part of a new AI Operations function. We are hiring two dedicated specialists to jointly manage the end-to-end lifecycle of third-party AI tools (e.g. Microsoft 365 Copilot, Anthropic Claude) for the enterprise. These roles will ensure smooth integration, proactive support, license optimization, and compliance of AI services across their lifecycle – from intake, operations, evaluation and procurement to daily operations through retirement.

Job Duties Job Duties

• AI Tool Lifecycle Management: Oversee intake, evaluation, onboarding, and decommissioning of third-party AI solutions. Coordinate vendor engagement for new AI tool requests, renewals, and upgrades to ensure smooth adoption and contract compliance.
• License Procurement & Administration: Manage procurement of AI software licenses and subscriptions, track entitlements, and administer license allocations. Monitor usage and ensure license compliance, timely renewals, and cost-effective utilization.
• AI Agent Lifecycle & Deployment: Administer AI “agent” solutions (e.g. chatbots, Copilot plugins) including creation, configuration, deployment, regular updates, and eventual retirement. Maintain efficient AI agent operations aligned with security and performance standards.
• Operational Support & Issue Resolution: Provide hands-on technical support for enterprise AI tools. Triage and resolve incidents, bugs, and user issues – for example, troubleshooting Microsoft Copilot errors or AI feature malfunctions in Microsoft 365. Manage service requests and escalate complex problems to vendors or development teams as needed.
• Utilization Monitoring & Cost Optimization: Continuously monitor AI tool usage and performance metrics. Analyze consumption patterns and costs, then implement optimizations or user guidance to maximize value and efficiency of AI services within budget.
• Reporting & Metrics: Develop dashboards and regular reports on AI tool utilization, service performance, and support metrics (e.g. incident volumes, resolution times, license utilization). Present insights to management, highlighting ROI and improvement opportunities.
• Governance & Compliance: Enforce AI usage governance policies, security standards, and risk controls. Ensure third-party AI solutions comply with enterprise data protection, privacy, and compliance requirements. Lead periodic audits and risk assessments of AI tool usage.
• Configure and support AI Agent capabilities and related administrative settings
• Evaluate new features and configuration options; assess downstream impacts of change prior to enablement
• Support testing and validation of configuration changes prior to production enablement
• Maintain repeatable intake and support processes for third-party AI solution administration requests
• Provide clear stakeholder communication regarding configuration changes, impacts, and resolution status
• Other duties as required

Qualifications, Knowledge, Skills, and Abilities

Education:

Bachelor’s degree in information technology, Information Systems, Computer Science, or related field, preferred

Experience:

• 5–8 years of relevant experience, required (enterprise SaaS administration, licensing, and configuration ownership)
• 2+ year supporting AI solutions (Copilot/Copilot Studio and/or other enterprise AI tooling), required (can be concurrent with the above)

Software

• Experience in atleast 2 of the following, required:
• Microsoft Copilot
• Copilot Studio
• Microsoft 365 Admin Center (with emphasis on Copilot/Copilot Studio administration)
• Experience in the following, preferred:
• ServiceNow
• Claude AI (enterprise platforms and/or AI-related solutions)
• OpenAI ChatGPT Enterprise

Language(s)

• English

Other Knowledge, Skills, & Attributes

• Strong understanding of license management concepts, access controls, and administrative governance
• Ability to perform technical deep dives and translate configuration options into practical recommendation
• Licensing & Vendor Management: Experience in software license management, procurement negotiations, or dealing with third-party SaaS vendors is a plus.
• AI Tools & Platform Exposure: Prior exposure to multiple AI platforms or enterprise tools (e.g. Azure OpenAI, OpenAI APIs, Google AI) and knowledge of AI governance frameworks or ethical AI practices.