AI Operations & Enablement Analyst

The AI Operations & Enablement Analyst ensures support readiness by creating knowledge base content and delivering targeted enablement for the Service Desk and OSS to improve first-contact resolution. The role also measures and communicates impact by tracking adoption/value metrics, analyzing trends to remove barriers, and producing dashboards and leadership readouts with clear recommendations.

Your Impact

- Maintain a governed, searchable library of approved playbooks and prompts (version control, change notes, and deprecation of outdated patterns).
- Create and maintain knowledge base articles (how-to, troubleshooting, known issues, escalation paths) to keep the Service Desk and OSS ready to support AI tools and products.
- Deliver targeted enablement for support teams (walkthroughs, office hours, and release briefings) to reduce time-to-resolution and improve first-contact support.
- Track and report adoption and value metrics (usage, retention, feature penetration, time saved), including segmentation by persona, region, and business line.
- Analyze trends to identify adoption barriers and opportunities; recommend targeted actions such as new playbooks, training updates, or product feedback.
- Produce dashboards and monthly/quarterly leadership readouts that connect adoption metrics to outcomes, risks, and recommended next steps.

The Skills That Set You Apart





- Demonstrated success working in a matrixed environment, aligning priorities across teams to execute shared goals.
- Experience developing and maintaining reusable AI playbooks and prompt patterns, including version control, change notes, and retirement of outdated content.
- Working knowledge of responsible AI and safe-use practices (privacy, confidentiality, data handling) and the ability to embed quality and verification guardrails into enablement materials.
- Strong technical writing skills with experience producing knowledge base content (how-to, troubleshooting, known issues, escalation paths) and applying content standards/taxonomy to keep information easy to find.
- Proven ability to enable support teams with a focus on improving first-contact resolution and time-to-resolution.
- Strong analytical skills with experience tracking adoption and value metrics (usage, retention, feature penetration, time saved) and segmenting insights by persona, region, and business line.
- Experience producing dashboards and leadership readouts that connect metrics to outcomes, risks, and clear recommendations.
- Ability to identify adoption barriers, synthesize root causes, and drive improvements through updated playbooks, targeted enablement, and actionable product feedback.

#J-18808-Ljbffr

📌 AI Operations & Enablement Analyst (Santiago)
🏢 Golder Associates
📍 Santiago