SAAS SUPPORT ANALYST - 71116

Executive Service

Background Check:

This position requires CJIS & FTI fingerprints. This position also requires a criminal background check. Therefore, you may be required to provide information about your criminal history to be considered for this position.

Who we are and what we do:

Mission: support enterprise users in their adoption and day-to-day use of ChatGPT Enterprise and Microsoft 365 Co-Pilot. Help users harness generative AI tools integrated into their workflow. Provide tier-1 and tier-2 support, troubleshoot technical issues, and guide users in maximizing the business value of AI across platforms like Outlook, Word, Excel, PowerPoint and ChatGPT.

Key Responsibilities:

AI Productivity Tool Support:

1. Provide user support for ChatGPT Enterprise and Microsoft Co-Pilot across Microsoft 365 apps (e.g., Word, Excel, Outlook, PowerPoint, Teams).
2. Help users resolve issues related to AI-generated content, prompt crafting, task automation, and misunderstood outputs.
3. Offer guidance on the appropriate use of generative AI, including data privacy, compliance, and ethical use within enterprise workflows.

Technical Troubleshooting:

1. Diagnose and resolve issues involving ChatGPT interface access, workspace or permission errors, Co-Pilot integration glitches, and latency in AI response.
2. Escalate platform or API issues to OpenAI or Microsoft support when appropriate.
3. Use browser debugging tools, admin consoles, and log analysis to troubleshoot advanced user issues.

System Administration & Monitoring:

1. Manage user provisioning, licensing, and permissions within: a. ChatGPT Enterprise Admin Console b. Microsoft 365 Admin Center and Co-Pilot feature flags
2. Monitor AI tool usage for performance, access control, and policy compliance.
3. Partner with IT Security and Compliance teams to ensure safe and secure use of AI systems.

Enablement, Training & Documentation:

1. Coordinate with Training and Communications team to create internal knowledge base content and AI use case guides.
2. Offer personalized support and coaching for teams experimenting with Co-Pilot or ChatGPT use cases.

Minimum Qualifications:

Required Skills & Qualifications:

1. 24 years of experience in IT helpdesk, SaaS support, or productivity tool administration.
2. Hands-on experience with Microsoft 365 tools, especially Co-Pilot in Word, Excel, Outlook, or Teams.
3. Familiarity with ChatGPT or similar AI platforms and understanding of prompt design and generative AI capabilities.
4. Proficiency with: a. Microsoft 365 Admin Center b. ChatGPT Enterprise Admin Console c. ITSM platforms (e.g., ServiceNow, Jira Service Management)
5. Ability to troubleshoot permissions, licensing, and AI integration issues across cloud platforms.

Pursuant to the State of Tennessee's Workplace Discrimination and Harassment policy, the State is firmly committed to the principle of fair and equal employment opportunities for its citizens and strives to protect the rights and opportunities of all people to seek, obtain, and hold employment without being subjected to illegal discrimination and harassment in the workplace. It is the State's policy to provide an environment free of discrimination and harassment of an individual because of that person's race, color, national origin, age (40 and over), sex, pregnancy, religion, creed, disability, veteran's status or any other category protected by state and/or federal civil rights laws.