[Hiring] Analyst, AI Platform & Enablement @11 11 Systems

Role Description

The Analyst, AI Platform & Enablement supports the day-to-day operations, adoption, and continuous improvement of the company’s approved AI platforms. This hands-on individual contributor combines steady-state operational ownership with employee enablement.

• Manage access and provisioning workflows
• Support end users and troubleshoot routine platform and connector issues
• Deliver onboarding and training
• Maintain user-facing documentation
• Track adoption and support KPIs

This is a full time, remote role, based in the United States, reporting to the Director of AI.

Responsibilities:

• Administer approved enterprise AI platforms, including users and groups, licenses, access reviews, and standard workspace settings.
• Manage user provisioning, deprovisioning, entitlements, and the AI Support queue; resolve Tier 1 and Tier 2 access, permission configuration and usage issues.
• Monitor existing connector health, sync status, authentication state, and permission propagation; coordinate vendor and internal technical escalations and user communications.
• Maintain operational runbooks, known-issue records, support procedures, change logs, and rollout communications for approved features and changes.
• Onboard users and deliver demonstrations, office hours, workflow coaching on approved tools, prompting practices, Glean usage, and responsible AI use.
• Create and maintain concise FAQs, how-to guides, troubleshooting content, release notes, and training materials for non-technical audiences in collaboration with HR team and other departments' enablement arms.
• Help employees translate business tasks into safe, ethical, responsible, and effective AI-assisted workflows using approved tools.
• Gather user feedback, identify barriers to adoption and recurring support themes, and recommend enablement or process improvements.
• Track adoption, license utilization, support demand, enablement participation, and service performance KPIs; complete routine access reviews, attestations, and governance reporting and escalate misuse, safety concerns, policy exceptions, and out-of-scope technical issues.
• Work supportively with colleagues, operating in a manner that is consistent with 11:11’s Code of Business Ethics and Company Values.
• Responsibly receive, transmit, and handle company data and information per Company data handling agreements, work procedures and policies.
• Review and follow company policies and guidelines, data privacy practices, including annual compliance training certification and policy acknowledgements.
• Additional duties as assigned.

Qualifications

• Bachelor’s or university degree in related Information Technology field, or equivalent years of related work experience required.
• 3+ years of demonstrated experience in SaaS administration, enterprise applications, IT operations, technical support, enablement, or a similar environment.
• Demonstrated hands-on fluency with enterprise AI tools such as Glean, Claude, Claude Code, Copilot, ChatGPT, or comparable platforms, with working knowledge of RAG, LLMs, prompting, grounding, agents, guardrails, and human-in-the-loop review.
• Experience administering a cloud or SaaS platform, including users, groups, permissions, configurations, identity and access workflows, and connector or indexing issues affecting content retrieval.
• Strong troubleshooting discipline, including the ability to isolate routine issues, create clear user guidance, and escalate problems with relevant findings and reproduction steps.
• Experience onboarding and coaching new users, communicating technical concepts clearly to non-technical audiences, collaborating across departments, and gathering feedback to improve adoption.
• Comfortable using dashboards, spreadsheets, or BI tools to track adoption and operational KPIs.
• Understanding of AI governance, ethical and responsible AI use, data handling, basic safety concepts, and escalation boundaries in an enterprise setting.
• Experience with ITSM workflows, vendor ticketing, low-code automation, or light scripting, enterprise search or knowledge systems, and AWS-hosted services such as Bedrock is preferred.
• Must be legally eligible to work in United States without visa sponsorship.

Benefits

• The base salary for this role ranges from $112,000 to $126,000.
• Individuals may also be eligible for variable incentives such as bonuses or sales commissions.
• Comprehensive healthcare plan options.
• Retirement plan with company match.
• Life, other supplemental insurances.
• Paid time off and company holidays.
• New Parent Leave.
• Wellness programs.