Job Description
Roles & Responsibilities
- The AI & Digital Experience Analyst drives AI innovation and adoption within Technology Operations. The role focuses on turning AI concepts into practical solutions, leading Microsoft Copilot adoption, and coaching employees to build AI agents that automate workflows and use enterprise data.
- The role acts as the bridge between AI technology and business users, helping Technology Services deliver measurable operational value and improve the overall digital experience.
Core Accountabilities:
- AI Prototyping & Execution: Act as the primary builder for internal AI agents and automation tools, transforming architectural designs and logic workflows provided by TechOps leadership into testable, functional models.
- Copilot Studio Expertise: Serve as the organisation’s subject-matter expert for Microsoft Copilot Studio, helping end users design, build, and publish their own agents – from simple question-and-answer bots to advanced agents with custom topics, actions, connectors, knowledge sources, and orchestration.
- Enterprise AI Adoption: Lead user campaigns and training programs across the organization to drive the adoption of digital workplace tools, specifically spearheading the Microsoft Copilot training initiative.
- Strategic Impact Reporting: Design and maintain executive dashboards and “Impact Stories” that translate complex TechOps achievements (e.g., automated ticket deflection, infrastructure cost savings, system uptime) into clear, business-facing metrics.
Operational responsibilities:
- Copilot Studio Enablement: Run hands-on workshops and one-to-one coaching sessions that guide end users through building agents in Microsoft Copilot Studio, including advanced capabilities such as custom topics, generative actions, knowledge sources, connectors, and agent orchestration.
- Model Training & Testing: Ingest, format, and structure internal data (policies, IT documentation) for AI Knowledge Bases. Conduct rigorous prompt testing, log hallucination rates, and refine agent outputs prior to production deployment.
- Digital Experience Advocacy: Conduct live training sessions and workshops with business units to demonstrate the capabilities of deployed AI tools and gather user feedback for continuous improvement.
- Proof of Concept (PoC) Development: Rapidly build internal PoCs using existing platforms to validate business requests before the organization full approve full implementation.
- Governance & Best Practice: Define and share reusable templates, guardrails, and best-practice guidance so that user-built Copilot Studio agents remain secure, compliant, and aligned with ADGM standards.
- Performance Tracking: Monitor the daily usage and success rates of deployed AI Service Desk agents and provide weekly analytics on automated ticket resolution.
Desired Candidate Profile
- 6–10 years experience overall, including 1–3 years in AI.
- Bachelor’s degree in AI, Computer Science, IT, or related technical field.
- Strong understanding of LLMs, prompt engineering, and AI tools.
- Hands-on experience with Copilot and Copilot Studio, including building/configuring agents, topics, actions, and connectors.
- Basic Python/PowerShell scripting for data and API integrations.
- Strong communication and presentation skills, able to translate AI concepts for non-technical users.
- Strong problem-solving, rapid prototyping, and ability to stay current with emerging AI tools and models.
- Agile, cloud-first environment with continuous learning and rapid adoption of new AI technologies.
Note: This is a full-time role with ADGM, engaged through an outsourcing partner and based within the Technology Services Division.
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