AI Enablement Specialist with Service Desk- Full Time

Role: AI Enablement Specialist with Service Desk
Location: (100% Remote)

Duration: Full Time

Job Description:
1.  AI Support & Triage

Serve as the first point of contact for all AI tool incidents, access requests, and usage questions across Copilot, Claude Enterprise, and department-specific AI applications.

Distinguish between technical issues (platform outages, access failures, integration errors) and adoption issues (early learning curve, prompting gaps, workflow integration challenges) and route accordingly.

Manage escalation paths to Microsoft (Copilot), Anthropic (Claude Enterprise), and internal IT/security teams for data governance and compliance concerns.

Maintain a ticketing queue with defined SLAs: P1 access/outage issues resolved within 4 hours; general Q&A within 1 business day.

Document recurring issues and resolutions to build a self-service knowledge base.

2.  Q&A and Prompt Support

Provide hands-on guidance to employees on effective prompting techniques, use-case design, and AI workflow integration across all supported platforms.

Diagnose and resolve "bad output" complaints by identifying root causes — prompt quality, model limitations, data access gaps, or workflow design issues.

Build and maintain a platform-specific internal FAQ and prompt library (organized by department: Sales, Finance, HR, General/ELT) to enable self-service and reduce repeat contacts.

Host regular open Q&A office hours (virtual or in-person) to reduce friction and support users navigating the learning curve of new AI tools.

Collaborate with department leads to document approved and high-value AI use cases for each function.

3.  Adoption Planning & Change Management

Develop and maintain a rolling 90-day AI adoption plan, identifying which teams and use cases to activate, deepen, or remediate.

Identify, recruit, and coach AI Champions within each key department (Sales, Finance, HR) to extend peer-to-peer enablement.

Track adoption laggards and proactively reach out to teams with low engagement — diagnosing whether barriers are technical, cultural, or skill-related.

Partner with HR/L&D and IT leadership to embed AI tool usage into onboarding for new hires.

Maintain a structured feedback loop to the AI Center of Excellence (CoE), providing monthly adoption narratives, user insights, and recommended interventions.

4.  Training & Enablement Delivery

Design and deliver a tiered training program: (a) Tier 1 foundational onboarding for all AI users, (b) Tier 2 advanced use-case workshops for power users and Champions by department, (c) Tier 3 executive briefings for ELT on Claude Enterprise for strategic productivity.

Create and continuously update training materials — quick-start guides, video walkthroughs, cheat sheets, and use-case playbooks — as platforms release new features.

Coordinate with Sales enablement, Finance, and HR leads to deliver role-specific training that maps AI capabilities to actual job workflows rather than generic demos.

Manage a training calendar and track completion rates by team and role.

Evaluate training effectiveness through post-session surveys and follow-on usage data.

5.  Insights & KPI Management

Own and publish a monthly AI Adoption Dashboard covering: active users by platform and department, feature utilization depth, ticket volume and resolution trends, self-service deflection rate, and sentiment scores.

Track and report leading adoption KPIs: weekly active users (WAU), session frequency, advanced feature uptake, Champion engagement, and training completion rates.

Track and report outcome/ROI KPIs in partnership with department leads: estimated time saved, AI-assisted output quality (survey), and qualitative wins and case studies.

Present insights and recommendations to the AI program steering group on a monthly cadence, with a quarterly executive summary for ELT.

Continuously refine KPI framework as the program matures, shifting from activation metrics to depth-of-use and business impact metrics over time.

Qualifications & Experience

Required

7+ years in an IT service desk, helpdesk, or end-user support role.

Demonstrated hands-on experience with Microsoft 365 Copilot or similar AI assistant platforms.

Strong verbal and written communication skills; able to explain technical concepts clearly to non-technical audiences.

Experience designing or delivering end-user training programs.

Comfort working with usage/analytics data and creating summary reports for leadership.

Genuine curiosity about AI tools and a track record of self-directed learning in this space.

Preferred

Experience with Claude, ChatGPT Enterprise, or similar large language model (LLM) platforms.

Familiarity with adoption methodologies including Prosci ADKAR and the Microsoft 365 Adoption Framework.

Experience supporting or enabling AI use cases in Sales (CRM), Finance (FP&A), or HR (ATS/HRIS) functions.

Prompt engineering knowledge or certification.

Proficiency with Power BI, Tableau, or similar tools for building adoption dashboards.

Bachelor''s degree in Information Systems, Business, Communications, or a related field — or equivalent practical experience.