AI Enablement Associate - Computing Services

Translate customer ideas into value creating initiatives via facilitation and elicitation of problems, ideas and requirements. Work with service owners to identify, qualify and improve service gaps for university partners. Solves problems through innovative out of the box thinking through examination of people, process and technology. Establishes a common understanding of the departmental/university environment and business objectives in which a project (or solution) must be defined, designed, created, deployed, used and supported.

Requires an understanding of business processes, systems, organizational structure, and departmental/university business operations. Contributes as part of a team with senior staff to define and scope solutions into actionable implementation projects.

Carnegie Mellon University has been leading the field of artificial intelligence since the very beginning. But having world-class AI research does not automatically mean everyone knows how to use these tools confidently, safely, or effectively in their daily work. That is where you come in.

Computing Services, the central IT department, is seeking an AI Enablement Associate to help faculty, staff, and campus partners effectively use university-supported AI tools. Working alongside AI Enablement Consultants and senior colleagues, you will provide hands-on support by responding to user inquiries, developing and maintaining documentation, coordinating training, supporting workshops and events, and helping scale AI enablement across the university.

This role offers an excellent opportunity to build expertise in AI enablement, user support, training, and program delivery while developing the skills needed to grow into more advanced AI consulting and enablement roles.

Are you excited by emerging technology, passionate about helping others learn and interested in building a career at the intersection of AI, user support, training, and service delivery?

What You'll Do

Your responsibilities will include:

• User support: Respond to support requests, clarify user needs, resolve issues within the team's scope, document recurring support trends, and coordinate appropriate escalation for more complex requests.
• Training and program coordination:Support workshops, webinars, office hours, onboarding sessions, and other programs by preparing materials, coordinating logistics, communicating with participants, capturing notes, and tracking follow-up activities. You may also assist with initiatives such as the GenAI Accelerator Program, AI Center of Excellence sessions, Community of Practice meetings, and other campus events.
• Knowledge resources: Create and maintain user-facing resources, including how-to guides, FAQs, knowledge base articles, training materials, sample prompts, and use-case libraries. Translate product updates, new capabilities, and team guidance into clear, accessible documentation.
• Continuous improvement: Identify common support trends, recommend improvements to documentation and training materials, and contribute to scalable processes that improve the user experience and expand AI effectiveness across the university.

What You'll Bring

We are seeking an early-career professional with experience in technical support, business analysis, educational technology, program coordination, training, communications, or a related field. You do not need to be an AI expert on day one, but you should be curious, eager to learn, and committed to helping others use AI tools effectively and responsibly.

You communicate technical concepts clearly to non-technical audiences and enjoy creating user-friendly documentation, training materials, and communications.

You are organized, dependable, and comfortable balancing multiple priorities. You identify patterns in user feedback, document opportunities for improvement, know when to seek additional guidance, and are comfortable learning new AI platforms and translating technical information into practical guidance for end users.

Experience in higher education, enterprise technology, or other large, decentralized organizations is preferred, as is experience developing user-facing documentation, knowledge…