AI Analyst

So, what's the role all about?

We are seeking a highly organized AI Analyst to join our IT organization under the Internal AI Transformation pillar. In this role, you will be responsible for establishing governance frameworks, driving adoption, and ensuring effective and responsible use of everyday AI tools across the organization.

You will play a key role in shaping how AI is utilized internally - creating standards, managing processes, and enabling employees to maximize the value of approved AI solutions while maintaining control, compliance, and efficiency.

How will you make an impact?

You will drive enterprise-wide AI governance by building structured processes, improving visibility, and ensuring consistent and scalable AI adoption across all business units.

AI Governance & Standards

• Define and maintain standards, guidelines, and templates for AI tool usage across the organization
• Establish governance frameworks to ensure consistent, compliant, and effective use of AI tools
• Promote best practices and "AI First" mindset across internal teams

AI Tools Management, support & Allocation

• Own the end-to-end process for provisioning and managing access to approved AI tools
• Act as a focal point for user support related to AI tools, ensuring timely resolution of issues and requests
• Establish structured workflows for onboarding, support, usage tracking, and lifecycle management
• Manage requests, incidents, and service processes
• Partner with IT, security, and compliance teams to ensure adherence to organizational policies

Adoption, Metrics & Cost Control

• Drive adoption of AI tools across the organization and monitor usage trends
• Define and track KPIs, metrics, and success indicators for AI utilization
• Analyze usage data to optimize performance, efficiency, and cost control
• Provide insights and reporting to leadership on adoption and ROI

Training & Enablement

• Lead AI training programs for employees to ensure effective and responsible use of AI tools
• Develop structured learning paths tailored to different user groups and roles
• Create training materials, workshops, and enablement sessions
• Encourage continuous learning and practical application of AI capabilities

Cross-Organizational Impact

• Support all employees across the company who use AI tools for internal purposes
• Drive alignment and consistency in AI-related processes across a matrixed organization
• Ensure high-quality service and support experience for internal users leveraging AI tools

Have you got what it takes?

Education & Experience:

• Bachelor's degree in Industrial Engineering, Information Systems, or a related field
• 3+ years of experience in Program Management, Operations, IT Governance, or similar roles in large organizations

Skills & Competencies:

• Excellent organizational and program coordination skills
• Strong communication and presentation skills
• Strong analytical skills
• Strong data-driven decision-making and reporting capabilities
• Skilled at navigating ambiguity and driving alignment in matrixed environments
• Familiarity with everyday AI tools (e.g., MS Copilot & Teams, ChatGPT, Claude cowork, etc.)
• Experience working with service management / ticketing tools (e.g., ServiceNow or similar) and release management tools (e.g., Jira)

Why Join Us?

At NiCE, we don't just connect systems-we connect people, platforms, and possibilities. In this role, you'll be at the heart of driving product unification, governance, and go-to-market alignment across a mission-critical platform. You'll join a team that breaks down silos and enables seamless customer experiences across our product ecosystem.

If you are a strategic thinker, a collaborative leader, and passionate about delivering cross-platform value, this is your opportunity to shape the future of customer experience with NiCE.

What's in it for you?

Join an ever-growing, market disrupting, global company where the teams - comprised of the best of the best - work in a fast-paced, collaborative, and creative environment! As the market leader, every day at NiCE is a chance to learn and grow, and there are endless internal career opportunities across multiple roles, disciplines, domains, and locations. If you are passionate, innovative, and excited to constantly raise the bar, you may just be our next NiCEr!

Enjoy NiCE-FLEX!

At NiCE, we work according to the NiCE-FLEX hybrid model, which enables maximum flexibility: 2 days working from the office and 3 days of remote work, each week. Naturally, office days focus on face-to-face meetings, where teamwork and collaborative thinking generate innovation, new ideas, and a vibrant, interactive atmosphere.

Requisition ID: 11087

Reporting into: Director, IT Projects and Planning

Role Type: Individual Contributor