AI Support Analyst

AI Support AnalystThe AI Support Admin plays a critical role in ensuring the smooth operation and adoption of AI tools across Accordion. Acting as the first line of specialized support for AI-related escalations, this individual bridges day-to-day technical assistance with long-term enablement initiatives. Reporting to the AI Enablement Lead, the Analyst will partner closely with both AI system readiness and AI training to resolve user issues, maintain system readiness, and enhance firmwide confidence in AI-driven tools.This role combines hands-on technical troubleshooting with process and training support—making it ideal for someone who is equally comfortable solving technical challenges, documenting best practices, and assisting in the rollout of new AI capabilities.The ideal candidate is a problem-solver who thrives at the intersection of technology and people. They bring curiosity about AI, patience in helping users, and the technical acumen to keep systems running smoothly. This person takes initiative, communicates clearly, and sees AI not just as a set of tools—but as a transformational force to make work more intelligent, efficient, and collaborative.This position will ideally be based in one of our US offices and is a hybrid role with the flexibility to work remotely 2 days per week (also eligible for remote candidates).This position is not eligible for immigration sponsorship.What You'll Do:AI Support and TroubleshootingServe as the Help Desk escalation point for all AI-related issues, including tool access, performance, and integration challengesTroubleshoot and resolve incidents involving platforms such as Glean, CoPilot, ChatGPT, Zoom AI, and future AI applicationsMaintain documentation of known issues, resolutions, and best practices to improve first-line Help Desk response efficiencyMonitor AI system health, escalate platform-level outages, and communicate impacts to stakeholders as appropriateCollaboration and Enablement SupportWork with AI system readiness to test new configurations, validate system integrations, and ensure readiness for production useSupport AI training in maintaining learning materials, managing AI knowledge articles, and coordinating firmwide training sessionsParticipate in rollout activities for new AI tools and enhancements, providing hands-on user assistance and feedback for improvementAssist in building and maintaining AI usage dashboards and adoption reports in collaboration with the BI and Data Analytics teamsContinuous Improvement and GovernanceIdentify recurring support patterns and propose solutions to improve user experience and system performanceMaintain compliance with Accordion's AI governance, security, and data management standardsDocument AI support procedures, ensuring alignment with internal IT and internal People Team standardsYou Have:2–4 years of experience in IT support, systems administration, or AI/automation tool managementStrong understanding of enterprise AI tools such as Microsoft CoPilot, Glean, ChatGPT, Zoom AI, or similarExcellent troubleshooting, communication, and documentation skillsDemonstrated ability to collaborate across teams, prioritize effectively, and manage multiple concurrent tasksFamiliarity with Power BI, SQL, or other reporting tools is a plusBachelor's degree in Information Technology, Computer Science, or related field (or equivalent experience)You Are:Excited to be part of a growing team, with a focus on driving future growthPassionate about delivering exceptional client serviceKnowledgeable about the relationship between Private Equity sponsors and their portfolio companies, particularly within the office of the CFOWilling to get your hands dirty in the details of a project while simultaneously seeing the whole pictureComfortable managing projects with multiple complex workstreams while also focused on your single workstream (you are managing and doing)A self-starter with a strong work ethicFull of entrepreneurial spirit and comfortable in a fluid, flat organizationAble to effectively communicate complex issues and solutions, and raise issues to senior team members when necessaryA team player, able to work with team members across all levelsSomeone who enjoys mentoring others and doing meaningful workA leader of others; you lead by exampleThe annual salary for this role ranges from: $70,000 to $90,000 + benefits + bonus.Actual compensation packages are determined by evaluating a wide array of factors unique to each candidate, including but not limited to geographic location, skill set, years and depth of experience, education, certifications, cost of labor and internal equity.Accordion is an Equal Opportunity Employer. We are committed to building a team that represents a variety of backgrounds, perspectives, and skills. We do not discriminate on the basis of race, color, religion, marital status, age, national origin, ancestry, physical or mental disability, medical condition, pregnancy, genetic information, gender, sexual orientation, gender identity or expression, veteran status, or any other status protected under federal, state, or local law.