Artificial Intelligence Platform and Service Lead

Emory University seeks an Artificial Intelligence Platform and Service Lead to own operational administration and service delivery for approved enterprise AI platforms. The role manages provisioning, access, support, onboarding, service documentation, reporting, and coordination with governance and operational partners.

Responsibilities

• Administers user provisioning, workspace and tenant configuration, license assignment, feature enablement, and user lifecycle management across all approved AI platforms
• Builds and runs the intake, approval, and provisioning workflow for request-based access (e.g., Claude for Education chat access), ensuring requests are processed promptly and consistently with institutional policy
• Serves as the primary operational point of contact for AI platform support: resolves or coordinates resolution of user issues, manages platform updates, and communicates service changes
• Supports operational readiness for active pilots and coordinates onboarding for new users and use cases as they're approved
• Develops and maintains service catalogs, administration guides, knowledge articles, and support documentation
• Establishes and reports on service-level measures -- request fulfillment time, onboarding volume, support responsiveness, license utilization, adoption trends -- and builds dashboards to support leadership decision-making across a growing multi-platform portfolio
• Partners with the AI Solutions Lead on operational handoff for new platforms and pilots moving toward production
• Works with information security, data governance, accessibility, identity management, and procurement on compliance and operational reviews, implementing approved controls rather than setting policy
• Supports governance council submissions with operational data (usage, adoption, license metrics) as needed
• May coordinate vendor support contacts, student workers, or temporary staff supporting service operations
• Performs related responsibilities as required in a function being built from the ground up

Preferred

• Experience with identity and access management, service management practices, and reporting/dashboard tools is preferred
• Familiarity with AI platforms specifically is preferred but not required if the candidate has strong SaaS/cloud platform administration fundamentals
• Higher education or complex, decentralized-organization experience is a plus
• ITIL, service management, or platform administration certifications are preferred
• Access Management
• Service Management Practices
• AI Platforms
• SaaS Platform Administration
• Cloud Platform Administration
• Higher Education Experience
• Complex Organization Experience
• Decentralized Organization Experience
• ITIL Certification
• Service Management Certification
• Platform Administration Certification

Benefits

• Tasks related to this position can be performed remotely with only occasional supported visits to an Emory University location. Emory reserves the right to change this status with notice to employee.

Company

• Healthcare system providing hospital and clinic care
• Atlanta, Georgia, USA
• http://www.emoryhealthcare.org/
• Founded in 1953
• 10001+ employees

Qualifications

• A bachelor's degree in information technology, information systems, computer science, business administration, or a related field, and five years of progressively responsible experience in platform administration, SaaS administration, IT service management, or technology operations, OR an equivalent combination of education, training, and experience
• Experience administering enterprise SaaS or cloud platforms and supporting end users across multiple stakeholder groups is required
• Demonstrated ability to build and run operational workflows from scratch -- this role currently has no established playbook or predecessor, so comfort defining process while executing it is essential
• Experience with identity and access management, service management practices, and reporting/dashboard tools is preferred
• Familiarity with AI platforms specifically is preferred but not required if the candidate has strong SaaS/cloud platform administration fundamentals
• Higher education or complex, decentralized-organization experience is a plus
• ITIL, service management, or platform administration certifications are preferred
• A bachelor's degree in information technology, information systems, computer science, business administration, or a related field, and five years of progressively responsible experience in platform administration, SaaS administration, IT service management, or technology operations, OR an equivalent combination of education, training, and experience.

Required skills

• AI Platforms, Enterprise SaaS Administration, IT Service Management, ITIL, Identity and Access Management, Operational Workflow Development

Experience

• 5+ years