AI Delivery & Support Specialist

Role Description

The AI Delivery and Support Specialist owns the full lifecycle of Ntiva’s AI solutions for clients, starting with our Claude for Microsoft 365 offering. On the delivery side, you’ll scope and run new client engagements from discovery, through secure configuration of Claude in the client’s Microsoft 365 environment, deployment and creation of skills, and establishment of AI governance, to go-live and handoff. On the support side, you’ll keep live client environments healthy, governed, and continuously improving, resolving issues within agreed service levels.

Location and Work Expectations

This is a remote position; however, team members should be willing and able to travel if the need arises, though such travel is expected to be infrequent. Candidates with proximity to one of our Centers of Excellence are preferred (Lombard, IL; McLean, VA; Shreveport, LA; Overland Park, KS).

What You’ll Be Doing

• Lead discovery sessions to assess the client’s Microsoft 365 environment, data sources, security and compliance requirements, user personas, and priority use cases; document current state and requirements.
• Configure and deploy Claude securely within the client’s Microsoft 365 tenant — identity/SSO (Entra ID), permissions and data-access scopes, and integration with Microsoft 365 applications (Teams, SharePoint, Outlook, and others).
• Deploy and tailor the catalog of pre-built skills (prompts, parameters, and data connections); test and validate behavior before go-live.
• Create and customize new skills beyond the pre-built catalog, and configure other Claude/AI solutions, to meet client-specific requirements.
• Establish the client’s AI governance framework: acceptable-use and data-handling policies, access controls, guardrails, audit logging, and alignment to applicable compliance frameworks (e.g., SOC 2, HIPAA, GDPR).
• Train client administrators and end users; create runbooks and quick-start materials.
• Produce as-built/configuration documentation; manage scope, timeline, and stakeholders for each engagement.
• Own intake, triage, and resolution of client support requests; manage service-level agreements (SLAs) and response/resolution targets, and keep clients informed.
• Apply updates to Claude configuration and skills; track and adapt to Anthropic (Claude/model) and Microsoft 365 platform changes; keep integrations current and healthy.
• Proactively monitor usage, performance, and errors; run periodic health checks and resolve issues before they affect users.
• Continuously review AI governance adherence, audit logs, and usage-policy compliance; detect and remediate drift from the established framework.
• Gather user feedback; recommend new skills, optimizations, and version upgrades; manage the change pipeline.
• Serve as an ongoing client point of contact; run periodic reviews; produce usage/value and support reporting; surface renewal and expansion opportunities; coordinate escalations with Anthropic and Microsoft support.

Qualifications

• Hands-on Microsoft 365 administration experience (Entra ID, Purview, Teams, SharePoint, Microsoft 365 admin center).
• Working knowledge of Claude or comparable large-language-model tooling, including prompt design and configuring AI skills/agents.
• Solid security and compliance awareness and secure-configuration practices.
• Technical configuration skills — APIs, integrations, SSO/identity, and data-access scoping.
• Service-delivery and support fundamentals, including SLA and ticket/queue.
• Strong client-facing skills: discovery facilitation, requirements gathering, relationship management, and clear communication and reporting.
• Project/engagement management ability and strong documentation discipline.

Bonus Points For

• Microsoft certifications (e.g., MS-102, SC-300, or SC-900).
• Prior experience at a managed services provider (MSP) or in professional/managed services.
• Experience deploying AI or automation solutions in enterprise environments.
• Customer-success experience (relationship management, renewals, value reporting).
• Adaptability to a growing range of AI tools and solution types as the practice expands beyond Claude for Microsoft 365.

Benefits

• Medical, Dental and Vision coverage for employee and family.
• 401k + company-matched contributions 4% match on 5% contribution - no vesting period! (Employee and Company contribute after 90 days).
• Group Term Life and Accidental Death and Dismemberment coverage (company provided).
• Short-Term (voluntary enrollment) and Long-Term Disability coverage (company provided).
• Health Savings Account (HSA) Options / PPO Options.
• Employee Assistance Program.
• Paid Time Off (PTO) + Volunteer Time Off (VTO) + 8 Paid Holidays + 3 Floating Holidays.
• Education Reimbursement Program.
• Generous Employee Referral Program - cash bonus for successful referrals!
• Dynamic Recognition and Rewards.
• Clear Promotion and Advancement Tracks.
• Work with Industry-Leading Talent.

Compensation

The base pay range for this position is expected to be between $70,000 and $80,000 per year, plus an annual on-target bonus. The base pay offered may vary depending on multiple non-discriminatory factors including, but not limited to, market location, job-related knowledge, skills, and experience. The total compensation package for this position also includes medical benefits, 401(k) eligibility, and PTO.

Work Authorization Criteria

We welcome applicants who are U.S. persons. At this time, we are unable to offer sponsorship or assume sponsorship of an employment visa.

Workspace Requirements and Remote Work Policy

Team members must establish a dedicated safe workspace that is free from distractions, hazards, and that is secure from unauthorized access. This includes following Ntiva’s IT User and Security Policies that include but are not limited to password-protecting all equipment, keeping confidential and proprietary documents secure, refraining from using public Wi-Fi, having adequate arrangements in place to avoid significant interruptions from caregiving responsibilities during work hours (except in emergency situations with manager approval).

Our Commitment to a Diverse Workforce

At Ntiva, we are committed to creating and maintaining a diverse, inclusive, and welcoming work environment for all employees and job applicants. We firmly believe that a diverse workforce fosters a wider range of perspectives, experiences, and ideas that lead to increased creativity, innovation, and problem-solving capabilities.

Application Deadline

The sooner you apply, the sooner we can get to know you! Submit your resume today! Applications will be accepted until 7/13/26.