AI & Digital Experience Analyst

About the Role

The AI & Digital Experience Analyst functions as a critical contributor within the Technology Operations division, directly supporting the Associate Director of Technology Operations. The role centers on converting overarching AI system architectures into operational prototypes, facilitating the organization-wide implementation of AI solutions including Microsoft Copilot, and quantifying the division's performance and efficiency gains.

Acting as the internal authority on Microsoft Copilot, the analyst empowers end users to independently create and manage AI agents within Copilot Studio, including sophisticated multi-step workflows that integrate enterprise data and automate business processes. This role bridges the technical AI development and practical user applications, positioning Technology Services as a proactive partner delivering tangible business value.

Key Responsibilities

• Develop functional AI prototypes by interpreting architectural directives and logic workflows from Technology Operations leadership.
• Provide expert guidance on Microsoft Copilot Studio, enabling users to design and deploy AI agents ranging from simple Q&A bots to intricate agents with customized topics, actions, connectors, and orchestrations.
• Lead organizational training and adoption initiatives for digital workplace tools, with an emphasis on Microsoft Copilot capabilities.
• Create and maintain executive dashboards and impact narratives that translate Technology Operations achievements—such as automated ticket reduction, cost savings, and system reliability—into clear, business-focused metrics.
• Conduct interactive workshops and one-on-one coaching to assist users in building advanced AI agents within Copilot Studio.
• Prepare and structure internal datasets—including policies and IT documentation—for AI knowledge bases; rigorously test prompts and monitor for issues such as misinformation before deployment.
• Promote ongoing digital experience improvements through live demonstrations and feedback collection from various business units.
• Rapidly prototype proof of concept AI solutions to validate business needs before full-scale implementation.
• Establish governance frameworks, reusable templates, and best practices to ensure security, compliance, and consistency in user-created AI agents.
• Monitor daily AI agent usage and performance, delivering weekly analytics concerning automated ticket resolution outcomes.

Required Qualifications and Skills

• 5 to 10 years of professional experience in AI, technology, or related fields.
• Bachelor's degree in Artificial Intelligence, Computer Science, Information Technology, or similar technical discipline.
• Comprehensive knowledge of Large Language Models (LLMs), prompt engineering techniques, and AI toolkits.
• Practical experience working with Microsoft Copilot and Copilot Studio, including designing agents, topics, actions, and connectors.
• Strong communication and presentation abilities capable of conveying complex technical ideas to non-technical stakeholders.
• Proficiency in basic scripting languages like Python or PowerShell for data manipulation and API interactions.
• Demonstrated capability for independent problem-solving and quick prototyping.
• Commitment to staying current with emerging AI technologies and incorporating new tools effectively.
• Comfortable working within agile, cloud-centric environments demanding continual adaptation and learning.