AI and Data Application Support Specialist

Description

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.

Requirements

Preferred Experience:

•  Bachelor’s degree in Computer Science, Information Systems, Data Analytics, or a related field, or equivalent work experience.

•  2–4+ years of experience in technical support, data operations, business intelligence, systems administration, or a comparable hands-on technology role.

•  Practical experience supporting or administering business applications such as CRM, ERP, marketing automation, or ticketing platforms.

•  Working knowledge of SQL for querying, validating, and troubleshooting data across relational databases.

•  Experience with reporting and visualization tools such as Power BI, Tableau, or comparable platforms.

•  Familiarity with scripting or programming for automation and data handling, preferably Python; experience with REST APIs and JSON is a plus.

•  Exposure to large language models and AI assistants, including prompt construction, output evaluation, and basic knowledge base curation.

•  Experience with integration or automation platforms such as Power Automate, Zapier, Make, or native connectors between business systems.

•  Familiarity with cloud environments and services such as Microsoft Azure, AWS, or Google Cloud.

•  Relevant certifications (e.g., Microsoft Azure AI Fundamentals, Power BI Data Analyst Associate, CompTIA Data+, or similar) preferred.

•  Experience working in a nonprofit, ministry, or media-driven organization is a plus.

Knowledge, Skills, and Abilities:

•  Strong troubleshooting and diagnostic skills, with the ability to isolate whether an issue originates in data, configuration, integration, or user practice.

•  Solid understanding of data concepts including data types, relationships, joins, data quality dimensions, and source-to-target mapping.

•  Working understanding of how AI assistants and generative tools behave, including their limitations, failure modes, and the importance of grounded and accurate source content.

•  Awareness of AI ethics, bias, privacy, and responsible use practices, with the judgment to escalate concerns appropriately.

•  Excellent customer service orientation with patience and clarity when supporting non-technical staff.

•  Excellent written and verbal communication skills, with the ability to document technical steps clearly and concisely.

•  Strong organizational skills and the ability to manage a queue of concurrent requests with competing priorities.

•  Familiarity with version control (Git) and ticketing or service management systems.

•  Ability to learn and implement new technologies independently by utilizing readily available resources (documentation, vendor training, online courses, etc.).

•  On-call availability: must be available on nights, weekends, and holidays as needed to support AI and data systems in a 24x7 environment.

•  High level of analytical and critical thinking skills to solve complex problems.

•  Confident, self-starting, dependable, and detail-oriented.

EQUIPMENT TO BE USED:

•  Standard office equipment, business computing hardware, and current AI, data, reporting, and integration platforms and tools.

TYPICAL PHYSICAL DEMANDS:

•  Able to lift 30 lbs. May be required to walk, sit, talk, stand, stoop, bend, push, pull, and carry.

•  Requires normal range of hearing and vision.

•  Must be able to sit at a computer for a minimum of seven hours per day.

TYPICAL MENTAL DEMANDS:

•  Ability to analyze data, formulate work plans, prepare written materials, and articulate goals and action plans.

•  Must be able to comprehend detailed technical documentation, system configurations, and data structures with the ability to adapt concepts to accommodate the needs of the Ministry.

•  Must be very organized and require a minimum of instruction.

•  Must understand vague and implicit instructions and react favorably in all work situations.

•  Must be detailed, organized, and communicative.

•  Must be task and goal-oriented.

•  Requires the ability to prioritize and manage concurrent tasks and projects.

•  Must adapt well to rapidly changing technology landscapes and work situations.

•  Must be able to grasp and apply new ideas and emerging technologies quickly.

•  Ability to resolve problems, handle conflict, and make effective decisions.

•  Must relate and interact with people at all levels of the organization.

•  Must have good verbal and written command of the English language and be able to provide well-written, easy-to-understand documentation.

WORKING CONDITIONS:

•  Works in a normal/typical office environment with minimum supervision.

•  Strict adherence to the Ministry’s policies, rules, and regulations is required.

•  A commitment to carry out the Ministry’s policies is required.

•  Team-oriented environment; a team player’s characteristics and lifestyle are required.

OTHER:

•  Born again believer and must adhere to the doctrines of this organization as upheld by Kenneth and Gloria Copeland and their appointed representatives.

•  Must work well with others, as a team, and according to Romans 16:17, must not cause dissension and division.

•  Must maintain a good attendance record.