Artificial Intelligence Platform and Service Lead

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Emory University is a leading research university that fosters excellence and attracts world-class talent to innovate today and prepare leaders for the future. We welcome candidates who can contribute to the excellence of our academic community.

Description

The AI Platform and Service Lead owns operational administration and service delivery for approved enterprise AI platforms at Emory University, including Claude for Education, Claude Code, Claude Cowork, NebulaOne, and future approved AI services as it rolls out. The role is the day-to-day operational owner of these services -- provisioning, access, support, and reporting -- and does not perform software engineering, application development, or infrastructure engineering; that responsibility sits with the AI Solutions Lead. 

This position is part of Emory's newly established AI & Automation Enablement function within OIT. Successful candidates will help build and scale enterprise AI capabilities, services, governance coordination, and AI-enabled solutions across academic, research, and administrative domains. Experience working across diverse stakeholder groups and leading through influence is highly desirable.

KEY RESPOSNIBILITIES:

• 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.

MINIMUM 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.
• Experience with identity and access management, service management practices, and reporting/dashboard tools is preferred.
• 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.
• 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.

NOTE: 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.

Additional Details

Emory is an equal opportunity employer, and qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, protected veteran status or other characteristics protected by state or federal law. Emory University does not discriminate in admissions, educational programs, or employment, including recruitment, hiring, promotions, transfers, discipline, terminations, wage and salary administration, benefits, and training. Students, faculty, and staff are assured of participation in university programs and in the use of facilities without such discrimination. Emory University complies with Section 503 of the Rehabilitation Act of 1973, the Vietnam Era Veteran's Readjustment Assistance Act, and applicable executive orders, federal and state regulations regarding nondiscrimination, equal opportunity, and affirmative action (for protected veterans and individuals with disabilities). Inquiries regarding this policy should be directed to the Emory University Department of Equity and Civil Rights Compliance, 201 Dowman Drive, Administration Building, Atlanta, GA 30322. Telephone: 404-727-9867 (V) | 404-712-2049 (TDD). Emory University is committed to ensuring equal access and providing reasonable accommodations to qualified individuals with disabilities upon request. To request this document in an alternate format or to seek a reasonable accommodation, please contact the Department of Accessibility Services at accessibility@emory.edu or call 404-727-9877 (Voice) | 404-712-2049 (TDD). We kindly ask that requests be made at least seven business days in advance to allow adequate time for coordination.