Description Own the end-to-end onboarding, enablement, and operational support experience for AI platform users to ensure employees are equipped to effectively adopt and utilise AI-enabled tools, resulting in improved productivity, user confidence, and AI adoption across the business. Maintain accountability for the quality, accessibility, and continuous improvement of AI knowledge resources, training documentation, self-service support content, and onboarding materials to reduce repeat support dependency and improve operational efficiency. Manage and coordinate the operational support lifecycle for AI tools and platforms by investigating user issues, identifying recurring trends, and facilitating timely resolution pathways that minimise operational disruption and improve overall user experience. Analyse user behaviour, adoption metrics, telemetry insights, and support trends to identify improvement opportunities, strengthen platform usability, and contribute actionable recommendations that improve enablement effectiveness and operational maturity. Facilitate onboarding sessions, workshops, training initiatives, and user enablement programmes that improve AI literacy, operational capability, and practical adoption of AI technologies across technical and non-technical stakeholder groups. Collaborate with platform engineering and operational stakeholders to escalatea… (continued original content) Maintain operational governance standards, documentation practices, reporting structures, and knowledge management frameworks to improve support consistency, operational continuity, and sustainable platform support capability. Drive continuous improvement initiatives that enhance self‑service capability, improve support responsiveness, strengthen user adoption outcomes, and contribute to the ongoing maturity of the organisation’s AI enablement and operational support function. Requirements Matric / Grade 12 — Required. Degree or National Diploma in Computer Science, Information Technology, Software Engineering, Infrastructure Engineering, or related technical field — Advantageous. Professional Certifications Microsoft, Google, AWS, or AI productivity platform certifications — Advantageous. Technical support, knowledge management, instructional design, or learning facilitation certifications — Advantageous. Experience (Advantageous) 2–4 years’ experience in technical support, user enablement, IT operations, systems support, learning enablement, or similar technical customer‑facing environments. Experience facilitating onboarding, training sessions, workshops, or user enablement initiatives. Exposure to AI productivity tools, LLM platforms, developer tooling, or AI‑enabled operational environments. Experience maintaining technical documentation, knowledge bases, FAQs, or operational support resources. Experience troubleshooting user issues and escalating technical incidents within operational environments. Exposure to analytics, telemetry, reporting, or user adoption metrics — Advantageous. Skills & Capabilities Strong technical enablement capability with the ability to translate complex technical concepts into practical, user‑friendly guidance for technical and non‑technical stakeholders. Effective troubleshooting and operational problem‑solving capability, with the ability to investigate issues systematically, identify root causes, and coordinate effective resolution pathways. Strong written communication capability with demonstrated ability to produce clear, structured, and user‑focused documentation, training materials, knowledge articles, and operational guidance. Ability to manage onboarding, training, and enablement activities that improve user adoption, operational confidence, and AI platform utilisation. Strong stakeholder engagement capability with the ability to build productive relationships and influence adoption across diverse user groups. Analytical capability with the ability to interpret support trends, adoption metrics, and user behaviour insights to identify operational improvement opportunities. AI‑enabled productivity and digital fluency, including practical use of AI tools, automation technologies, and knowledge platforms to improve support effectiveness and operational efficiency. Adaptability and learning agility within fast‑evolving AI, technology, and operational environments. #J-18808-Ljbffr