[Hiring] AI Platform Administrator @Sedgwick

Role Description

By joining Sedgwick, you'll be part of something truly meaningful. It’s what our 33,000 colleagues do every day for people around the world who are facing the unexpected. We invite you to grow your career with us, experience our caring culture, and enjoy work-life balance. Here, there’s no limit to what you can achieve.

AI Platform Administrator

Essential Functions and Responsibilities

• Feature, connector, app, and agent governance
• Maintain the allowlist of approved connectors, apps, plugins, and extensions across all three platforms, and route every new request through security review and the standard IT governance process before enablement.
• Administer Claude connectors and the organizational Skills catalog, including version control, ownership assignment, and retirement of superseded Skills.
• Administer ChatGPT Enterprise workspace settings, including plugin and app availability, action and approval controls, custom GPT policy, and Workspace Agents settings.
• Administer Microsoft 365 Copilot controls in the Microsoft 365 admin center, including agent enablement, blocking, and assignment through integrated apps.
• Maintain a reviewed inventory of agents, custom GPTs, and Skills in each tenant on a scheduled cadence.
• Configure sharing and visibility defaults, including Claude project visibility and restriction of public projects.
• Administer grounding and search data sources only where the data owner has provided documented approval.
• Execute phased feature rollout — core capabilities, then intelligence features, then integrations, then automation and agents.
• Coordinate with End User Computing on managed deployment of desktop, browser, and Office add-in clients.

Level 2 Triage and Support Operations

• Serve as the designated Level 2 escalation point for all incidents and service requests relating to Claude, ChatGPT, and Copilot.
• Triage access and authentication failures and partner with IAM to resolve them.
• Troubleshoot Claude Code client issues, including enterprise authentication and client version updates.
• Troubleshoot ChatGPT Enterprise desktop, Office add-in, and developer tooling issues.
• Troubleshoot Microsoft 365 Copilot issues, including license and eligibility checks.
• Resolve connector and integration authorization failures, file upload and format issues.
• Reproduce, document, and escalate confirmed platform defects to support.
• Author and maintain the support knowledge base, Level 1 triage scripts, and known-error records.
• Maintain the Level 1 / Level 2 / vendor escalation model, coverage rotation, and escalation matrix.
• Support major-incident communications for platform availability events.

Governance, Compliance, and Audit

• Monitor audit and activity logging across platforms and support the flow of log data into enterprise security monitoring.
• Administer data retention settings in line with Sedgwick records management, Legal, and Privacy requirements.
• Support authorized use of vendor compliance APIs and organization data export.
• Maintain the evidence set required for third-party risk, security, and privacy reviews.
• Enforce acceptable use and data-handling standards.
• Maintain a documented configuration baseline per platform and route changes through enterprise change control.
• Support internal and external audit requests with documented configuration, entitlement, and change evidence.

Adoption Analytics and Reporting

• Produce recurring adoption reporting from each platform’s native analytics.
• Consolidate platform metrics into a single cross-platform adoption view.
• Administer periodic user surveys capturing self-reported time saved and satisfaction.
• Deliver monthly operational reporting and quarterly business review inputs to AI Technology leadership.
• Track support volume, ticket aging, first-contact resolution, and recurring failure themes.

Enablement and Change Management Support

• Support all-staff introductory sessions and department-level enablement.
• Maintain clear guidance on which platform to use for which task.
• Operate the internal support and community channel, maintain the self-service resource hub.
• Enable and support the champion network with early access and advanced guidance.
• Integrate AI tooling onboarding into standard new hire orientation.
• Deliver a brief retrospective at each rollout phase covering emerging use cases.

Additional Functions and Responsibilities

• Performs other duties as assigned.
• Travel as required.
• Remote role, open to any U.S. State.

Qualifications

• Bachelor’s degree in information technology, computer science, or a related field, or equivalent professional experience.
• Five (5) or more years administering enterprise SaaS platforms in a regulated or large-enterprise environment.

Requirements

• Hands-on administration experience in a Microsoft 365 tenant.
• Working knowledge of enterprise single sign-on and SCIM provisioning concepts.
• Demonstrated experience applying least-privilege principles to platform settings.
• Working experience in an ITSM platform (ServiceNow preferred).
• Ability to interpret audit logs and administrative analytics.
• Command-line and terminal proficiency sufficient to support developer tooling installation.
• Strong technical writing skills.
• Demonstrated ability to work across Information Security, IAM, Legal, Privacy, and business stakeholders.

Work Environment

• When applicable and appropriate, consideration will be given to reasonable accommodations.
• Mental: Clear and conceptual thinking ability; excellent judgment, troubleshooting, problem solving, analysis, and discretion.
• Physical: Computer keyboarding, travel as required.
• Auditory/Visual: Hearing, vision and talking.