AI Support Analyst

Summary

Accordion is a private equity value creation partner providing financial consulting rooted in data, technology, and AI. The AI Support Analyst provides specialized support for AI-related escalations, troubleshoots enterprise AI tools, maintains system readiness, supports training and tool rollouts, and helps improve AI adoption and governance across the firm.

Responsibilities

• Serve as helpdesk escalation point for all AI-related issues (access, performance, integration)
• Troubleshoot incidents involving Glean, CoPilot, ChatGPT, Zoom AI, and future AI applications
• Maintain documentation of known issues, resolutions, and best practices
• Monitor AI system health, escalate outages, communicate impacts to stakeholders
• Test new configurations, validate system integrations, and ensure readiness for production use
• Validate new tools from a user-experience perspective (intuitive? useful? clear?)
• Support AI training in maintaining learning materials and coordinating sessions
• Participate in rollout activities for new AI tools, providing hands-on user assistance
• Formalize user feedback capture; structured collection of sentiment, feature requests, pain points with regular synthesis reports to AI Enablement Lead and Engineering
• Co-own AI usage dashboards and adoption reporting bringing qualitative context from user behavior to shape what gets measured
• Identify recurring support patterns and propose solutions to improve user experience
• Maintain compliance with AI governance, security, and data management standards
• Document AI support procedures aligned with internal IT and People Team standards

Skills

• * 2–4 years experience in IT support, systems administration, or AI/automation tool management
• * Strong understanding of enterprise AI tools (Claude, CoPilot, Glean, ChatGPT, Zoom AI)
• * Excellent troubleshooting, communication, and documentation skills
• * Demonstrated ability to collaborate across teams, prioritize, and manage concurrent tasks
• * Familiarity with Power BI, SQL, or other reporting tools
• * Python proficiency required
• * Bachelor's degree in IT, CS, or related field (or equivalent experience)
• * Excited to be part of a growing team, with a focus on driving future growth
• * Passionate about delivering exceptional client service
• * Knowledgeable about the relationship between Private Equity sponsors and their portfolio companies, particularly within the office of the CFO
• * Willing to get your hands dirty in the details while simultaneously seeing the whole picture
• * Comfortable managing projects with multiple complex workstreams while also focused on your single workstream (you are managing and doing)
• * A self-starter with a strong work ethic
• * Full of entrepreneurial spirit and comfortable in a fluid, flat organization
• * Able to effectively communicate complex issues and solutions, and raise issues to senior team members when necessary
• * A team player, able to work with team members across all levels
• * Someone who enjoys mentoring others and doing meaningful work
• * A leader of others; you lead by example

Qualifications

Must Haves

• * 2–4 years experience in IT support, systems administration, or AI/automation tool management
• * Strong understanding of enterprise AI tools (Claude, CoPilot, Glean, ChatGPT, Zoom AI)
• * Excellent troubleshooting, communication, and documentation skills
• * Demonstrated ability to collaborate across teams, prioritize, and manage concurrent tasks
• * Familiarity with Power BI, SQL, or other reporting tools
• * Python proficiency required
• * Bachelor's degree in IT, CS, or related field (or equivalent experience)
• * Excited to be part of a growing team, with a focus on driving future growth
• * Passionate about delivering exceptional client service
• * Knowledgeable about the relationship between Private Equity sponsors and their portfolio companies, particularly within the office of the CFO
• * Willing to get your hands dirty in the details while simultaneously seeing the whole picture
• * Comfortable managing projects with multiple complex workstreams while also focused on your single workstream (you are managing and doing)
• * A self-starter with a strong work ethic
• * Full of entrepreneurial spirit and comfortable in a fluid, flat organization
• * Able to effectively communicate complex issues and solutions, and raise issues to senior team members when necessary
• * A team player, able to work with team members across all levels
• * Someone who enjoys mentoring others and doing meaningful work
• * A leader of others; you lead by example

Benefits

• Benefits
• Bonus
• Overtime eligible
• Hybrid role with the flexibility to work remotely 2 days per week
• Also eligible for remote candidates