Senior Support Ops & Enablement Specialist

We're looking for a technically-minded Senior Support Ops & Enablement Specialist to join our Support Operations & Enablement team, with a focus on automation and AI-driven improvement.

In this role, you'll identify inefficiencies across our support workflows and own the end-to-end delivery of projects that make our team smarter, faster, and more scalable, without waiting to be told exactly how.

You'll work at the intersection of Support operations and emerging technology, partnering closely with the Support team as well as cross-functional stakeholders in Product, Engineering, and Data.

This is a role for someone who is genuinely excited by ambiguity, energized by problem-solving, and comfortable navigating from a blank page to a shipped solution.

What You'll Do



* Identify, scope, and deliver automation and AI-led improvement projects across both internal support workflows and customer-facing experiences, owning each from initial discovery through execution and continuous improvement.


* Leverage AI tooling to enhance support operations, including but not limited to intelligent ticket routing, response suggestions, deflection flows, and knowledge surfacing.


* Partner with ServiceNow as the primary support platform, working within and around its infrastructure to implement automations, improve data flows, and unlock operational efficiency.


* Collaborate closely with the Support team to understand pain points and translate them into structured, well-scoped technical solutions, and work cross-functionally with Product, Engineering, and Data teams to align on approach and execution.


* Use data to drive decisions: define success metrics for each project, track outcomes, and iterate based on results.


* Maintain clear documentation of implemented solutions, integration architecture, and operational runbooks so that work is scalable and transferable.


* Proactively surface new opportunities for automation or AI adoption as the tooling landscape evolves.

What We're Looking For

Required


* Demonstrable experience in an operations, automation, or technical enablement role.

Industry background matters less than the ability to show what you've built and shipped.


* Hands-on experience with low/no-code automation platforms such as n8n, Zapier, Make, or similar.


* Comfort working with APIs, reading documentation, configuring integrations, and troubleshooting connections between tools.


* Experience setting up and managing scheduled jobs or event-driven workflows (cronjobs or equivalent).


* A data-driven mindset: you define what success looks like before you build, and you measure it after.


* High degree of self-direction.

You can take an ambiguous problem, structure it, and drive it to completion without needing close management.


* Strong communication skills with the ability to translate technical concepts for non-technical stakeholders.

Nice to Have



* Familiarity with ServiceNow...