AI Ops & Enablement Analyst: Drive First-Contact Excellence

WSP_GCC_Intelligent Infrastructure; Texcoco de Mora; Presencial; MXN 655.000 - 1.216.000; Jornada completa

Descripción de la vacante

WSP is seeking an AI Operations & Enablement Analyst to strengthen support readiness by building knowledge base content and targeted enablement for the Service Desk and OSS, improving first-contact resolution. You will measure impact with adoption/value metrics and deliver leadership readouts with clear recommendations.

You will maintain governed playbooks, produce troubleshooting articles, deliver walkthroughs and ensure content standards.

Formación

• 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developing and maintaining reusable AI playbooks and prompt patterns, including version control and retirement of outdated content.
• Working knowledge of responsible AI and safe-use practices and embedding guardrails into enablement materials.
• Strong technical writing skills with experience producing knowledge base content and applying content standards/taxonomy.
• Proven ability to enable support teams with a focus on improving first-contact resolution.
• Strong analytical skills with experience tracking adoption and value metrics and segmentation by persona/region/business line.
• Experience producing dashboards and leadership readouts that connect metrics to outcomes and risks.

Responsabilidades

• Maintain a governed, searchable library of approved playbooks and prompts.
• Create and maintain knowledge base articles for support readiness.
• Deliver targeted enablement for support teams to reduce time-to-resolution.
• Track and report adoption/value metrics with segmentation by persona and region.
• Analyze trends to identify adoption barriers and drive improvements.
• Produce dashboards and leadership readouts linking metrics to outcomes and risks.

Conocimientos

Matrixed environment

AI playbooks

Responsible AI

Technical writing

Knowledge base

Analytics & dashboards

Adoption metrics

Descripción del empleo

WSP is seeking an AI Operations & Enablement Analyst to strengthen support readiness by building knowledge base content and targeted enablement for the Service Desk and OSS, improving first-contact resolution. You will measure impact with adoption/value metrics and deliver leadership readouts with clear recommendations.

You will maintain governed playbooks, produce troubleshooting articles, deliver walkthroughs and ensure content standards.