AI and Data Application Support Specialist

POSITION SUMMARY:

This position is part of the Information Technology team, primarily supporting EMIC, and KCM as secondary.

This position is responsible for the AI and Data applications support, monitoring, and maintenance. The AI and Data Application Support Specialist keeps AI-enabled workflows, integrations, reports, and data pipelines running reliably, resolves user issues, safeguards data quality, and helps staff across departments use these tools effectively. This role pairs practical technical troubleshooting with strong service orientation and works closely with the AI Specialist, data and application owners, and departmental stakeholders.

PRIMARY DUTIES AND RESPONSIBILITIES:

• Serve as the first line of technical support for the EMIC’s AI-enabled tools, assistants, and automation workflows, responding to user requests, triaging issues, and resolving or escalating them within established service levels.

• Monitor the day-to-day health, availability, and performance of AI services, integrations, and data pipelines; investigate failures, reprocess jobs, and document root cause and corrective action.

• Perform routine data quality work such as duplicate identification, record standardization, exception handling, and reconciliation between source and target systems.

• Builds and maintains reports, dashboards, and scheduled data extracts with data engineering.

• Provides Data Lake House support for the ministry.

• Assist with the configuration and maintenance of knowledge bases, document repositories, and content sources that feed retrieval-augmented generation (RAG) and AI assistant use cases.

• Test AI outputs for accuracy, tone, and policy alignment; log deficiencies, capture examples, and work with the AI Specialist and vendors to drive corrections.

• Maintain user access, licensing, and provisioning for AI and data platforms in accordance with Ministry security and data governance standards.

• Write and maintain scripts and small automations that reduce manual effort in recurring data and support tasks.

• Create and maintain runbooks, standard operating procedures, knowledge base articles, and end-user training materials for AI and data tools.

• Provide hands-on coaching and onboarding assistance to staff adopting AI tools, promoting responsible and effective use.

• Track support metrics, adoption trends, and recurring issues; recommend improvements to tools, processes, and documentation.

• Participate in change management, testing, and deployment activities for AI and data initiatives, including validation before and after releases.

• Follow established data privacy, retention, and security practices when handling partner, donor, employee, and ministry data.

• Coordinate with vendors and internal teams to resolve incidents, submit support tickets, and verify that fixes are delivered.

• Stay current with emerging AI and data tooling through continuous learning, certifications, and professional development.

• May require travel in support of Ministry events, including on-site support of AI-enabled and data systems.

• Other duties as assigned by management.