AI Operations & Enablement Analyst

AI Operations & Enablement Analyst

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With us, you can. You want Purpose. Growth. Opportunity. People who get it.
We are the home of ambitious, passionate, and innovative world shapers.
With an unmatched breadth and depth of engineering, advisory and science based expertise, our global minds unite to power local solutions.
We are pathfinders and impact makers.
We are Visioneers.
We are WSP.

The Opportunity – Build the Future with Us
The AI Operations & Enablement Analyst ensures support readiness by creating knowledge base content and delivering targeted enablement for the Service Desk and OSS to improve first-contact resolution. The role also measures and communicates impact by tracking adoption/value metrics, analyzing trends to remove barriers, and producing dashboards and leadership readouts with clear recommendations.

Your Impact
You will:
•    Maintain a governed, searchable library of approved playbooks and prompts (version control, change notes, and deprecation of outdated patterns).
•    Create and maintain knowledge base articles (how-to, troubleshooting, known issues, escalation paths) to keep the Service Desk and OSS ready to support AI tools and products.
•    Deliver targeted enablement for support teams (walkthroughs, office hours, and release briefings) to reduce time-to-resolution and improve first-contact support.
•    Track and report adoption and value metrics (usage, retention, feature penetration, time saved), including segmentation by persona, region, and business line.
•    Analyze trends to identify adoption barriers and opportunities; recommend targeted actions such as new playbooks, training updates, or product feedback.
•    Produce dashboards and monthly/quarterly leadership readouts that connect adoption metrics to outcomes, risks, and recommended next steps.

The Skills That Set You Apart
You bring:
•    Demonstrated success working in a matrixed environment, aligning priorities across teams to execute shared goals.
•    Experience developing and maintaining reusable AI playbooks and prompt patterns, including version control, change notes, and retirement of outdated content.
•    Working knowledge of responsible AI and safe-use practices (privacy, confidentiality, data handling) and the ability to embed quality and verification guardrails into enablement materials.
•    Strong technical writing skills with experience producing knowledge base content (how-to, troubleshooting, known issues, escalation paths) and applying content standards/taxonomy to keep information easy to find.
•    Proven ability to enable support teams with a focus on improving first-contact resolution and time-to-resolution.
•    Strong analytical skills with experience tracking adoption and value metrics (usage, retention, feature penetration, time saved) and segmenting insights by persona, region, and business line.
•    Experience producing dashboards and leadership readouts that connect metrics to outcomes, risks, and clear recommendations.
•    Ability to identify adoption barriers, synthesize root causes, and drive improvements through updated playbooks, targeted enablement, and actionable product feedback.
 

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