ai support analyst.

Your Role

You will work as a Level 2 Support Analyst, ensuring the stability, security, and reliability of AI services. You will be responsible for triaging, managing, and resolving incidents, applying approved configuration updates, and escalating complex issues to specialist teams.

• Manage the triage of incidents and service requests through service desk channels, ensuring appropriate logging, classification, and progression.

• Investigate and resolve Level 2 incidents, applying approved configuration updates and escalating unresolved issues to the AI Engineering team or Service Manager.

• Maintain and monitor workflows and manage tickets in Jira to support efficient handling and operational reporting.

• Communicate professionally with stakeholders, providing timely updates on incident progress and resolution outcomes.

• Prepare and contribute to incident and service reports for monthly and quarterly governance processes.

• Keep knowledge base articles and service documentation accurate and up to date.

Key Responsibilities:

• Triage, log, classify, and progress incidents and service requests. Investigate and resolve Level 2 incidents, applying configuration updates, and escalating complex issues to specialist teams.

• Maintain and monitor workflows in Jira for efficient ticket handling and operational reporting.

• Communicate professionally with stakeholders, providing timely updates on incident progress and resolution.

• Analyze incident data to identify trends and recurring issues, contributing to continuous improvement initiatives.

• Maintain accurate and up-to-date knowledge base articles and service documentation.

About You

We are looking for a skilled technical professional with a collaborative mindset who is ready to provide the operational backbone for AI solutions that support improved service delivery across government.

• Experience supporting multiple software applications through an ITIL-aligned service management approach.

• Strong capability in incident triage, ticket management, and operational reporting, preferably using Jira Service Management.

• The ability to investigate, troubleshoot, and resolve Level 2 incidents, with sound judgment on when to escalate to specialist teams.

• An understanding of generative AI technologies, specifically Azure Generative AI Services, including Azure OpenAI, Azure Search, and Document Intelligence.

• Strong analytical and problem-solving abilities, with the capacity to identify recurring issues and contribute to continuous service improvement.

At Randstad, we are passionate about providing equal employment opportunities and embracing diversity to the benefit of all. We actively encourage applications from any background.