Business Analyst for AI Ops

Must have Technical/Functional skills:

• Strong business analysis experience in IT operations, enterprise support, platform enablement, or SaaS operations.
• Good understanding of GenAI tools such as ChatGPT Enterprise, Claude Enterprise, OpenAI API, and enterprise AI workspaces.
• Experience with Slack-based support, Zendesk, Jira, Confluence, ServiceNow, or similar intake and ticketing platforms.
• Understanding of license management, user provisioning, Okta/SCIM, access approvals, and enterprise identity workflows.
• Ability to write clear process documents, SOPs, runbooks, user guides, and support playbooks.
• Strong stakeholder management across business users, engineering, security, platform, and governance teams.
• Working knowledge of AI governance concepts such as data privacy, access control, retention, redaction, model usage policies, and responsible AI.
• Comfortable converting ambiguous AI operations needs into structured requirements, user stories, acceptance criteria, and operating procedures.

Roles and Responsibilities

• Own the intake and triage process for AI-related support requests coming through Slack, Zendesk, or internal service channels
• Document common AI support issues such as access requests, tool errors, prompt usage questions, policy questions, model limitations, and escalation scenarios.
• Define and maintain support playbooks for L0/L1 AI support, including when to resolve through knowledge articles, workflows, automation, or human escalation.
• Work with engineering and platform teams to define escalation paths for L2/L3 issues related to ChatGPT, Claude, Serval, Slack integrations, Okta/SCIM provisioning, and internal AI tools.
• Support monthly license reviews for ChatGPT and Claude, including usage analysis, inactive user identification, 60-day reclaim processes, BU-level planned spend tracking, and provisioning/deprovisioning coordination
• Partner with stakeholders to define service catalog workflows for AI tool onboarding, persona-based access, approval routing, SLA tiers, and service request categories.
• Support ChatGPT and Claude release validation by translating release notes into business impact, identifying affected user groups, documenting rollout decisions, and maintaining release enablement logs.