AI- Application Support Analyst

Analyst, Applications Support II (IT)

AI application

Location: REMOTE

Duration: 6 months contract

Payrate $44 per hr on W2

General Purpose of the Job:

The Analyst, Applications Support II is responsible for the technical stability and operational health of clients AI Assistant (powered by Glean). This role serves as the critical bridge between end-users, internal IT infrastructure, and the AI platform provider.
The primary mission is to provide expert-level troubleshooting for complex AI Assistant issues ranging from data ingestion and connector health to user access and search relevancy. This role is designed to act as the "operational owner, ensuring that ServiceNow tickets related to the AI Assistant are diagnosed quickly, routed correctly across internal teams (Identity, Data, Security), and resolved completely to maintain high teammate trust in client's AI ecosystem.

Essential Duties & Responsibilities:

Tier 2 Incident Management & Technical Triage:

• Expert Triage: Tier 2 escalation point for all ServiceNow tickets related to the client AI Assistant and Glean platform.
• End-to-End Ownership: Own incidents from intake through resolution, ensuring issues don't get "bounced between teams.
• Root Cause Analysis: Diagnose complex failures involving Glean connectors, data indexing latency, identity/provisioning mismatches, and search relevancy issues.
• System Validation: Investigate operational health by querying data sources and validating system states to distinguish between data correctness issues and platform-level failures.

Platform Health & Operational Excellence:

• Connector Monitoring: Proactively monitor the health of data connectors (e.g., SharePoint, ServiceNow, Confluence, etc.) to ensure the AI Assistant is searching fresh, accurate information.
• Operational Documentation: Maintain authoritative runbooks and "How-To guides for the Service Desk (Tier 1) to improve first-call resolution and self-service capabilities.
• Continuous Improvement: Identify patterns in recurring tickets (e.g., "Why can't I find X document? ) and partner with Engineering/Product teams to implement long-term fixes or indexing optimizations.

Cross-Functional Coordination:

• Operational Liaison: The central connector between BI Operations, IT Security, Identity Access Management (IAM), and the Glean vendor support team.
• Vendor Management: Manage and track support cases with Glean, providing the technical logs and context necessary for vendor-side resolution.
• Knowledge Transfer: Enable Tier 1 support teams through regular training and knowledge base updates to scale the support model.

Metrics & Reporting:

• KOI Tracking: Help define and report on Key Operational Indicators (KOIs) for the AI Assistant, including ticket volume, mean time to resolution (MTTR), and connector uptime.
• User Feedback Integration: Analyze feedback trends within the platform to suggest improvements for the AI Assistant's performance and user experience.

Education and Requirements:

• Bachelor's degree in Computer Science, Information Systems, or a related technical field (or equivalent combination of education and experience).
• Certifications in ITIL v4, Cloud Fundamentals (Google Cloud Platform/Azure), or AI/Data Analytics are a plus.

Experience:

• 3 5 years of experience in technical application support or systems administration.
• ServiceNow Expertise: Proficiency in managing, routing, and documenting incidents within ServiceNow.
• AI/Search Knowledge: Experience supporting enterprise search platforms, AI-driven applications, or complex SaaS ecosystems (Glean experience is highly preferred).
• Technical Breadth: Strong understanding of identity concepts (OKTA/AD), data permissions, and API integrations.
• Analytical Skills: Ability to investigate data latency or synchronization problems across distributed environments.

Certificates, Licenses, and Registrations:

• ITIL v4 Foundation (Preferred)
• Glean Administrator / Support Certification (Valued)
• Google Cloud Foundations or equivalent (Preferred)

Travel and Time Requirements:

• Travel: < 10% for corporate meetings or training.

On-Call: Participation in on-call rotations for major incident support as required

If you're interested in above role please send me your updated resume to