Senior AI Enablement Partner

Burlington Stores; Edgewater Park Township (NJ); On-site; USD 80,000 - 105,000; Full time

Benefits offered by this job

Employee discount

401(k) plan

Paid time off

Healthcare benefits

Job summary

Burlington Stores is seeking a Sr. Administrator, Enterprise AI Tools End User Support to enable and support Copilot features across Microsoft 365. The role collaborates with IT Security, Microsoft 365, and Service Desk to ensure safe, compliant use and rapid resolution of incidents.

You will create knowledge content, run trainings, and drive adoption through champion networks while handling access and licensing workflows with a customer-first approach.

Qualifications

• 5+ years supporting enterprise end users in a Service Desk / EUC / IT Support environment.
• Experience supporting or administering Microsoft Copilot or other enterprise AI assistants.
• Experience with adoption/enablement programs, champions networks, or training facilitation.
• Familiarity with Microsoft Entra ID (Azure AD) concepts, security groups, and access troubleshooting.
• Exposure to Microsoft 365 admin areas, including basic tenant troubleshooting patterns.

Responsibilities

• Provide Tier 1–2 end user support for Copilot issues across Microsoft 365 apps (Teams, Outlook, Word, Excel, PowerPoint).
• Document incidents, resolutions, and known errors; contribute to problem management and root cause analysis trends.
• Develop and maintain Copilot knowledge articles, FAQs, and troubleshooting playbooks.
• Deliver trainings, office hours, and coaching sessions to improve user outcomes and adoption.
• Coordinate with Security/Privacy and Legal for governance, data protection, and policy compliance.

Skills

Copilot support

End user support

Documentation

Communication

Tools

Microsoft 365 Admin

Azure AD / Entra ID

ITSM Tools

Job description

Position OverviewThe Sr. Administrator, Enterprise AI Tools End User Support, is responsible for day-to-day end user enablement and support of Enterprise AI tools (including Microsoft Copilot) capabilities across the organization. This role serves as the frontline and escalation point for user issues, access and licensing support, prompt coaching, usage adoption, knowledge management, and coordination with IT Security, Microsoft 365 and other related system administrators, and the Service Desk. The administrator ensures users can effectively and safely use Copilot within established governance, compliance, and data protection policies.In addition to technical understanding of AI tools and associate systems, this role requires: User empathy, structured troubleshooting, clear written communication, change agility, judgment and discretion with sensitive information, and a continuous improvement mindset.A Day in the LifeEnd User Support & Incident ManagementProvide Tier 1–2 support for Microsoft Copilot user issues (access, functionality, performance, unexpected responses, app integration concerns).Troubleshoot Copilot experiences across Microsoft 365 apps (e.g., Teams, Outlook, Word, Excel, PowerPoint) and related endpoints where Copilot is enabled.Document incidents, resolutions, and known errors; contribute to problem management and root cause analysis trends.Partner with the Service Desk to refine ticket categorization, routing, and standard troubleshooting scripts.Adoption, Training & Self-Service EnablementCreate and maintain Copilot knowledge articles, FAQs, how-to guides, and troubleshooting playbooks.Build and update prompt libraries and use-case guides tailored by function (HR, Finance, Merchandising, Supply Chain, IT, etc.).Maintain user-facing documentation on secure usage, data handling, and approved scenarios.Deliver “office hours,” short trainings, and coaching sessions that improve user outcomes and confidence.Support champion networks and identify super-users; amplify best practices and success stories.Help users translate business needs into effective prompts while reinforcing security, privacy, and compliance expectations.Stakeholder & Vendor CoordinationCollaborate with Microsoft 365 administrators, Identity/Access teams, Security, Legal/Privacy, and business stakeholders.Support escalation cases with Microsoft support or internal engineering teams; gather evidence, logs, steps to reproduce, and business impact summaries.Governance & Safe Use SupportReinforce responsible use, data protection, and acceptable use guidelines for Copilot.Escalate concerns involving sensitive data exposure, policy violations, or suspicious behavior to Security/Compliance teams following established procedures.Assist in communicating governance updates (e.g., new approved use cases, changes in settings/policies).Access, Licensing & Entitlement SupportCoordinate and validate Copilot licensing requests, assignments, and removals in line with policy and approvals.Assist with user onboarding/offboarding for Copilot capabilities, including entitlement checks and functional readiness.Track license utilization and highlight opportunities for optimization and reallocation.Service Improvement & ReportingTrack support metrics (ticket volume, resolution time, top issues) and recommend improvements.Identify recurring issues and partner with Microsoft 365 / Endpoint / Security admins to drive fixes.Provide adoption signals (qualitative and quantitative) to product owners and stakeholders.You'll Come WithExperience:5+ years supporting enterprise end users in a Service Desk / EUC / IT Support environment.Experience supporting or administering Microsoft Copilot or other enterprise AI assistants.Experience with adoption/enablement programs, champions networks, or training facilitation.Familiarity with Microsoft Entra ID (Azure AD) concepts, security groups, and access troubleshooting.Exposure to Microsoft 365 admin areas (even if not a full admin role), including basic tenant troubleshooting patterns.Understanding of information protection fundamentals (e.g., data classification, least privilege, privacy principles).Skills and Abilities:Expertise in Microsoft 365 applications and collaboration tools (Teams, Outlook, SharePoint/OneDrive).Experience with ITSM tools and processes (Incident, Request, Problem, Knowledge, Change).Strong customer service orientation with an ability to communicate technical concepts to non-technical audiences.Excellent documentation skills and experience building knowledge articles or user guides.#LI-JL2Come join our team. You’re going to like it here!You will enjoy competitive wages, flexible hours, and an associate discount. Burlington’s benefits package includes medical, dental and vision coverage including life and disability insurance. Full-time associates are also eligible for paid time off, paid holidays and a 401(k) plan.We are a rapidly growing brand and provide a variety of training and development opportunities so our associates can grow with us. Our teams work hard and have fun together! Burlington associates make a difference in the lives of customers, colleagues, and the communities where we live and work every day. Burlington Stores, Inc. is an equal opportunity employer committed to workplace diversityIndividual pay decisions will be based on a variety of factors, such as but not limited to, qualifications, education, job-related skills, relevant experience, and geographic location.Compensation Range: $80,000.00 - $105,000.00