Technical Analyst (1440964)

Technical Analyst User Enablement

The Technical Analyst User Enablement provides frontline support, documentation, and training to help team members effectively adopt and leverage collaboration tools (Microsoft 365, Teams, SharePoint, OneDrive, Outlook) and AI productivity assistants (Copilot). This role bridges technical expertise and user experience, ensuring smooth adoption, improved productivity, and a culture of digital enablement across the organization.

Key Responsibilities

Documentation & Knowledge Management

• Create and maintain clear, user-friendly guides, FAQs, and training materials.
• Develop quick-reference sheets, video snippets, and visual aids to simplify adoption.
• Keep knowledge bases current as tools and policies evolve.

Training & Enablement

• Act as a Copilot and collaboration tools evangelistdriving awareness and best practices.
• Deliver virtual and in-person training sessions tailored for different user groups.
• Build scenario-based learning exercises to demonstrate practical use cases.

Analytics & Feedback

• Provide insights to leadership on training effectiveness and opportunities for improvement.
• Collect and incorporate user feedback into documentation and training cycles.
• Use ticket data, usage reports, and adoption metrics to identify trends and pain points.

Change Adoption & Continuous Improvement

• Communicate the "value story" of collaboration platforms and AI assistants.
• Partner with change management teams to encourage adoption of new tools and features.
• Stay ahead of platform updates and proactively prepare user-facing materials.

Preferred Experience

• Understanding of AI/ML concepts as they relate to productivity.
• Prior experience in IT support, technical training, or user enablement.
• Familiarity with ITSM tools (ex. ServiceNow).

Proficiency in Microsoft tools and applications and enterprise security policies