AI Operations & Enablement Lead — Service Desk Impact

Ncr Corporation; Ciudad de Mendoza; On-site; ARS 18,765,000 - 34,402,000; Full time

Job summary

WSP is seeking an AI Operations & Enablement Analyst to build and maintain knowledge bases for AI tools, deliver targeted enablement to Service Desk and OSS teams, and track adoption metrics across personas, regions, and business lines. You will produce dashboards and leadership readouts to link metrics to outcomes and risks.

The role emphasizes governance of playbooks, responsible AI practices, and delivering actionable product feedback to drive improvements and faster issue resolution.

Qualifications

• Experience developing and maintaining reusable AI playbooks and prompt patterns, including version control, change notes, and retirement of outdated content.
• Working knowledge of responsible AI and safe-use practices (privacy, confidentiality, data handling) and the ability to embed quality and verification guardrails into enablement materials.
• Strong technical writing skills with experience producing knowledge base content (how-to, troubleshooting, known issues, escalation paths) and applying content standards/taxonomy to keep information easy to find.
• Proven ability to enable support teams with a focus on improving first-contact resolution and time-to-resolution.
• Strong analytical skills with experience tracking adoption and value metrics (usage, retention, feature penetration, time saved) and segmenting insights by persona, region, and business line.
• Experience producing dashboards and leadership readouts that connect metrics to outcomes, risks, and clear recommendations.

Responsibilities

• Maintain a governed, searchable library of approved playbooks and prompts (version control, change notes, and deprecation of outdated patterns).
• Create and maintain knowledge base articles (how-to, troubleshooting, known issues, escalation paths) to keep the Service Desk and OSS ready to support AI tools and products.
• Deliver targeted enablement for support teams (walkthroughs, office hours, and release briefings) to reduce time-to-resolution and improve first-contact support.
• Track and report adoption and value metrics (usage, retention, feature penetration, time saved), including segmentation by persona, region, and business line.
• Analyze trends to identify adoption barriers and opportunities; recommend targeted actions such as new playbooks, training updates, or product feedback.
• Produce dashboards and monthly/quarterly leadership readouts that connect adoption metrics to outcomes, risks, and recommended next steps.

Skills

Matrixed environment

AI playbooks

Responsible AI

Technical writing

Content standards

First-contact optimization

Analytics

Dashboards & readouts

Product feedback

Adoption barriers

Job description

WSP is seeking an AI Operations & Enablement Analyst to build and maintain knowledge bases for AI tools, deliver targeted enablement to Service Desk and OSS teams, and track adoption metrics across personas, regions, and business lines. You will produce dashboards and leadership readouts to link metrics to outcomes and risks.

The role emphasizes governance of playbooks, responsible AI practices, and delivering actionable product feedback to drive improvements and faster issue resolution.