About this role
Are you ready to make an impact?
West Monroe isn’t a start-up firm, but we act like one.
From day one, our people have the opportunity to make a definitive personal impact for their clients and their careers. What does this mean? It means we seek out the best of the best, and then we challenge them to make us better.
If you are looking to be a “behind the scenes” technologist, this isn’t the place for you. We celebrate driven professionals who thrive in a collaborative environment. Sound interesting? Then West Monroe just might be the place for you.
Think you're up for the challenge?
West Monroe is seeking a motivated and service-oriented AI Support Specialist to join our IT team. In this role, you will support, maintain, and optimize AI-powered tools and platforms across the firm. You will act as the primary point of contact for AI-related support needs, ensuring stable performance, responsible usage, and effective adoption of AI capabilities.
The successful candidate brings practical experience supporting enterprise technology solutions, with a strong understanding of AI tools and how they are applied in business environments. You will partner with users, administrators, and vendors to resolve issues, improve configurations, and ensure AI solutions deliver measurable value.
This role requires strong technical troubleshooting capabilities, disciplined documentation, and a commitment to continuous improvement.
Key Responsibilities
- AI Platform Support and Administration
- Serve as the primary support resource for AI-enabled tools and platforms alongside the AI Product Manager.
- Monitor platform performance, usage patterns, and system health to ensure reliability and scalability.
- Troubleshoot technical and functional issues related to AI-enabled tools or features, including integrations.
- Assist in implementing governance controls related to data security, compliance, and responsible AI usage.
- Maintain configuration settings, user permissions, and governance controls aligned with firm standards.
- Escalate complex issues to leadership or vendors when required and manage resolution through closure.
- User Enablement and Adoption
- Develop and maintain documentation, FAQs, and knowledge base materials to promote effective use.
- Partner with stakeholders to develop practical use-case guides that demonstrate how AI tools can improve specific business workflows.
- Identify recurring issues or user friction points and recommend process or configuration improvements.
- Support testing and validation of new AI features prior to firmwide release.
- Track support metrics, usage trends, and feedback to inform enhancement priorities.
- Provide feedback on system performance and improvement opportunities to leadership.
- Promote best practices for responsible AI usage, including data sensitivity awareness and appropriate human oversight.
Qualifications
- Technical Expertise:
- Strong experience supporting enterprise SaaS platforms or AI-enabled tools in a business environment.
- Working knowledge of large language models (LLMs) and generative AI capabilities, including common use cases and limitations.
- Familiarity with system administration concepts, identity management, and integrations (APIs preferred).
- Fundamental understanding of data privacy, security, and governance principles in AI systems.
- Problem-Solving Skills:
- A "driver" personality - constantly pushing toward clarity and results while balancing the need for great cross-team collaboration.
- Strong troubleshooting skills with the ability to diagnose and resolve issues methodically.
- Outstanding analytical problem-solving and critical thinking skills.
- Desire to take on new tasks and learn new applications or processes.
- Communication Skills:
- Strong written and oral communication – must be able to work well and communicate effectively with technical and non-technical resources.
- Detail-oriented in documentation to provide clear written information for end users.
- Familiarity with Agile environments.
Think you have what it takes? Join our team and make us better!
Other consultancies talk at you.
At West Monroe, we work with you.
We’re a global business and technology consulting firm passionate about creating measurable value for our clients, delivering real-world solutions.
The combination of business and technology is not new, but how we bring them together is unique. We’re fluent in both. We know that technology alone is not the answer, but how we apply it is. We rely on data to constantly adapt and solve new challenges. Actions that work today with outcomes that generate value for years to come.
At West Monroe, we zero in on the heart of the opportunity, getting to results faster and preparing people for what’s next.
You’ll feel the difference in how we work. We show up personally. We’re right there in the room with you, co-creating through the challenges. With West Monroe, collaboration isn’t a lofty promise, but a daily action. We work together with you to turn vision into clear action with lasting impact.
West Monroe is an Equal Employment Opportunity Employer
We believe in treating each employee and applicant for employment fairly and with dignity. We base our employment decisions on merit, experience, and potential, without regard to race, color, national origin, sex, sexual orientation, gender identity, marital status, age, religion, disability, veteran status, or any other characteristic prohibited by federal, state or local law. To learn more about diversity, equity and inclusion at West Monroe, visit www.westmonroe.com/inclusion. If you require a reasonable accommodation to participate in our recruiting process, please inquire by sending an email to recruiting@westmonroe.com.
Please review our current policy regarding use of generative artificial intelligence during the application process.
If you are based in California, we encourage you to read West Monroe’s Notice at Collection for California residents, provided pursuant to the California Consumer Privacy Act (CCPA) and linked here.
About West Monroe
Jobb.ai is an independent skill benchmarking platform. Applications are submitted on the employer's official website.