Business Analyst for Agentic AI

Position:- Business Analyst for AI Ops ,

Location:- Milford, OH ,

Visa :- US Citizen / Green Card & GC EAD only.

Duration:- Full Time Position,

Job Description:

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 channel
• sDocument 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 coordinatio
• nPartner 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