AI Support Analyst

📋 Description

• • Serve as the primary escalation point for AI-related technical issues including access, performance, and integration problems across enterprise tools such as Glean, CoPilot, ChatGPT, and Zoom AI.
• • Troubleshoot and resolve incidents involving AI applications, documenting known issues, resolutions, and best practices for team-wide reference.
• • Monitor the health and uptime of AI systems, proactively escalating outages and communicating impacts to stakeholders across the organization.
• • Test new AI tool configurations and validate system integrations to ensure readiness for production deployment.
• • Evaluate new AI tools from a user-experience perspective, assessing intuitiveness, usefulness, and clarity before firmwide rollout.
• • Support AI training initiatives by maintaining learning materials, coordinating session logistics, and providing hands-on assistance during tool deployments.
• • Formalize the collection of user feedback on AI tools, capturing sentiment, feature requests, and pain points through structured reporting.
• • Co-own AI adoption dashboards and usage metrics, enriching quantitative data with qualitative insights from direct user interactions.
• • Identify recurring support patterns and propose systemic improvements to enhance user experience and reduce future escalations.
• • Maintain strict compliance with internal AI governance, security protocols, and data management standards.
• • Document and standardize AI support procedures in alignment with IT and People Team policies.
• • Collaborate with AI Enablement Lead and Engineering teams to translate user feedback into actionable product and process improvements.
• • Participate in firmwide rollout activities for new AI capabilities, providing frontline user support and training.
• • Synthesize regular reports on AI usage trends, adoption rates, and user challenges for leadership and technical teams.
• • Work in a hybrid model with flexibility to work remotely up to two days per week, based in one of Accordion’s U.S. offices.
• • Act as a bridge between end users and technical teams, translating complex technical issues into clear, actionable insights.
• • Maintain a deep understanding of enterprise AI tool ecosystems and stay current with emerging AI applications and updates.
• • Demonstrate initiative in identifying gaps in AI adoption and proposing solutions that improve efficiency and user confidence.
• • Communicate complex technical concepts clearly to non-technical users across finance and operations teams.
• • Contribute to a collaborative, entrepreneurial culture focused on innovation and continuous improvement in AI enablement.