AI Support Analyst, Associate 2
State Street · Posted Oct 6
Investment servicing, custody, asset management, and trading solutions for institutional investors
Get a personal compatibility score
Add a resume for personal matches
About the role
The role sits within State Street's enterprise AI support function, providing Level 1 and Level 2 operational support for Claude AI services across the organization. The team handles platform health monitoring, incident triage, user onboarding and access provisioning, and rollout hypercare while enforcing enterprise AI governance and support processes. This Associate 2 position works on ServiceNow-based ticket handling, first-level troubleshooting, documentation, and coordination with engineering, security, and vendor teams under shift-based global coverage.
What you will do
- Monitor Claude platform health, availability, and operational dashboards.
- Triage incidents, service requests, and user inquiries through ServiceNow and other support channels.
- Perform first-level troubleshooting for authentication, access, onboarding, prompt-related, and application issues.
- Support user onboarding, entitlement validation, and access provisioning coordination.
- Assist users with prompt usage guidance and response interpretation in accordance with enterprise AI policies.
- Collect logs, screenshots, prompts, and error details required for issue investigation.
- Escalate complex issues to engineering, platform, security, and vendor support teams.
- Support rollout activities, hypercare operations, and post-deployment stabilization.
- Track known issues, maintain FAQs, and document workarounds.
- Update and maintain SOPs, knowledge articles, and operational documentation.
- Monitor AI service consumption, usage patterns, and quota-related requests.
- Participate in shift-based global support coverage and operational handoffs.
Skills used in this role
What the employer is looking for
- Bachelor's degree in Computer Science, Engineering, Information Technology, or related field.
- 1-2 years of application support, service desk, or operations experience.
- Basic understanding of AI/LLM platforms and Generative AI concepts.
- Knowledge of ServiceNow, Jira, Microsoft Teams, and monitoring tools.
- Understanding of authentication and access management concepts.
- Strong communication, analytical, and problem-solving skills.
Preferred qualifications
- Experience supporting enterprise AI platforms such as Claude, Copilot, ChatGPT Enterprise, or similar solutions.
- Exposure to prompt engineering concepts and Responsible AI principles.
- Experience supporting cloud-hosted applications.
- Familiarity with AI governance and acceptable-use requirements.
Benefits and support
- Paid volunteer days
About State Street
State Street Corporation is a leading global financial services holding company providing institutional investors with investment servicing, investment management, and investment research and trading. Operating in more than 100 geographic markets worldwide, the company manages and administers trillions of dollars in assets through its core divisions like State Street Global Advisors and State Street Alpha. Headquartered in Boston, Massachusetts, it traces its origins back to 1792.
- Industry
- Financial Services
- Company size
- 51000+ employees
- Founded
- 1792-06-25
- Location
- Boston, Massachusetts, USA
- Funding stage
- Public Company
Leadership
Chairman and Chief Executive Officer
John Woods
Chief Financial Officer
Mostapha Tahiri
President of State Street Alpha & Chairman of Asia Pacific
Ann Fogarty
Enterprise Chief Operating Officer
President and Chief Executive Officer of State Street Investment Management
Recent coverage
Business Wire
State Street Corporation Releases 2026 Digital Assets Study2026-10-06
State Street
State Street Appointed as Transfer Agent by Wellington Management on HKEX Integrated Fund Platform2026-09-29
State Street
State Street Corporation to Report Third-Quarter 2026 Financial Results and Host Conference Call Webcast on October 142026-09-23
State Street
Yuanta Funds Selects State Street for First Overseas Securities Lending Program2026-09-15