Strategic Deal Desk Analyst

Mural; Ciudad de Mendoza; Presencial; ARS 91.385.000 - 137.078.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Knowledge base access

Descripción de la vacante

WSP is seeking an AI Operations & Enablement Analyst to strengthen support readiness by creating knowledge base content and targeted enablement for the Service Desk and OSS to improve first-contact resolution. You will track adoption/value metrics, analyze trends, and produce dashboards and leadership readouts with clear recommendations for leadership.

You will deliver walkthroughs, office hours, and release briefings to reduce time-to-resolution and drive product feedback into improvements,

Formación

• Experience building reusable AI playbooks and prompts.
• Experience with version control, change notes, and retiring outdated content.
• Strong technical writing for knowledge base content.
• Working knowledge of responsible AI and safe-use practices.
• Ability to embed guardrails into enablement materials.
• Analytical skills for tracking adoption metrics and segmentation.

Responsabilidades

• Maintain a governed library of approved playbooks and prompts.
• Create and maintain knowledge base articles for Service Desk and OSS.
• Deliver targeted enablement for support teams to reduce resolution time.
• Track and report adoption/value metrics by persona, region, and business line.
• Analyze trends to identify barriers and opportunities; propose actions.
• Produce dashboards and leadership readouts linking metrics to outcomes.

Conocimientos

Matrixed environment

AI playbooks

Responsible AI

Technical writing

Knowledge base

Support enablement

Analytics & metrics

Dashboards

Product feedback

Descripción del empleo

AI Operations & Enablement Analyst

What if you could redefine what's possible? With us, you can.

With us, you can. You want Purpose. Growth. Opportunity. People who get it.

We are the home of ambitious, passionate, and innovative world shapers.

With an unmatched breadth and depth of engineering, advisory and science based expertise, our global minds unite to power local solutions.

We are pathfinders and impact makers.

We are Visioneers.

We are WSP.

The Opportunity - Build the Future with Us

The AI Operations & Enablement Analyst ensures support readiness by creating knowledge base content and delivering targeted enablement for the Service Desk and OSS to improve first-contact resolution. The role also measures and communicates impact by tracking adoption/value metrics, analyzing trends to remove barriers, and producing dashboards and leadership readouts with clear recommendations.

Your Impact

You will:

• 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.

The Skills That Set You Apart

You bring:

• Demonstrated success working in a matrixed environment, aligning priorities across teams to execute shared goals.
• 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.
• Ability to identify adoption barriers, synthesize root causes, and drive improvements through updated playbooks, targeted enablement, and actionable product feedback.

#LI-VVB

#Chile

Title: AI Operations & Enablement Analyst

Location: CHL-SANTIAGO

Other Locations: CO-CU-Bogotá D.C., AR-M-Mendoza, MX-MX-Ciudad de México, PE-LIM-Lima, BR-SP-São Paulo

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