Remote AI Platform Governance & Escalation Lead

Sedgwick Claims Management Services Ltd; Florida; Hybrid; USD 100,000 - 140,000; Full time

Job summary

Sedgwick is seeking an AI Platform Administrator to own Level 2 escalation for Claude, ChatGPT, and Copilot, manage governance and data retention, and support adoption analytics. You will collaborate with IAM, Legal, Privacy, and IT teams to ensure secure, compliant use of AI platforms across the enterprise.

The role requires 5+ years of SaaS/enterprise experience, strong technical writing, and the ability to translate complex constraints for non‑technical stakeholders.

Qualifications

• Education: Bachelor’s degree in information technology, computer science, or related field, or equivalent.
• Experience: 5+ years administering enterprise SaaS platforms in a regulated or large-enterprise environment, including 2+ years as a Level 2 escalation owner.
• Skills: strong writing, cross‑team communication, and ability to translate technical constraints for non‑technical audiences.

Responsibilities

• Serve as Level 2 escalation point for incidents and requests related to Claude, ChatGPT, and Copilot; own triage and SLA adherence.
• Triage access issues, IAM provisioning gaps, and identity-related faults; coordinate with IAM for fixes.
• Reproduce platform defects, document runbooks, and support incident reviews; maintain knowledge base and runbooks.
• Assist governance, compliance, and data retention to support audits and risk management.
• Provide adoption analytics and reporting across platforms, including weekly and monthly summaries.
• Support enablement activities, training sessions, and rollout communications across teams.

Skills

Microsoft 365 admin

SSO (single sign-on)

SCIM provisioning

REST APIs

PowerShell scripting

Python scripting

ITSM processes

Incident management

Change management

Technical writing

Cross-functional communication

Education

Bachelor’s degree in IT/CS or related field

Tools

ServiceNow

Microsoft 365 Admin Center

Job description

Sedgwick is seeking an AI Platform Administrator to own Level 2 escalation for Claude, ChatGPT, and Copilot, manage governance and data retention, and support adoption analytics. You will collaborate with IAM, Legal, Privacy, and IT teams to ensure secure, compliant use of AI platforms across the enterprise.

The role requires 5+ years of SaaS/enterprise experience, strong technical writing, and the ability to translate complex constraints for non‑technical stakeholders.