Business Analyst for AI Ops
Tata Consultancy Services
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. #J-18808-Ljbffr Tata Consultancy Services
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