Sr. Administrator, Enterprise AI Tools End User Support

HOME

TEAMS

OUR BURLINGTON CULTURE

BENEFITS

JOBS

Sr. Administrator, Enterprise AI Tools End User Support

Keyword

Location

SEARCH

Sr. Administrator, Enterprise AI Tools End User Support

Edgewater Park, NJ

Position Overview

The Sr. Administrator, Enterprise AI Tools End User Support, is responsible for day-to-day end user enablement and support of Enterprise AI tools (including Microsoft Copilot) capabilities across the organization. This role serves as the frontline and escalation point for user issues, access and licensing support, prompt coaching, usage adoption, knowledge management, and coordination with IT Security, Microsoft 365 and other related system administrators, and the Service Desk. The administrator ensures users can effectively and safely use Copilot within established governance, compliance, and data protection policies. In addition to technical understanding of AI tools and associate systems, this role requires: User empathy, structured troubleshooting, clear written communication, change agility, judgment and discretion with sensitive information, and a continuous improvement mindset.

A Day In The Life

End User Support & Incident Management

Provide Tier 1-2 support for Microsoft Copilot user issues (access, functionality, performance, unexpected responses, app integration concerns).

Troubleshoot Copilot experiences across Microsoft 365 apps (e.g., Teams, Outlook, Word, Excel, PowerPoint) and related endpoints where Copilot is enabled.

Document incidents, resolutions, and known errors; contribute to problem management and root cause analysis trends.

Partner with the Service Desk to refine ticket categorization, routing, and standard troubleshooting scripts.

Adoption, Training & Self-Service Enablement

Create and maintain Copilot knowledge articles, FAQs, how-to guides, and troubleshooting playbooks.

Build and update prompt libraries and use-case guides tailored by function (HR, Finance, Merchandising, Supply Chain, IT, etc.).

Maintain user-facing documentation on secure usage, data handling, and approved scenarios.

Deliver office hours, short trainings, and coaching sessions that improve user outcomes and confidence.

Support champion networks and identify super-users; amplify best practices and success stories.

Help users translate business needs into effective prompts while reinforcing security, privacy, and compliance expectations.

Stakeholder & Vendor Coordination

Collaborate with Microsoft 365 administrators, Identity/Access teams, Security, Legal/Privacy, and business stakeholders.

Support escalation cases with Microsoft support or internal engineering teams; gather evidence, logs, steps to reproduce, and business impact summaries.

Governance & Safe Use Support

Reinforce responsible use, data protection, and acceptable use guidelines for Copilot.

Escalate concerns involving sensitive data exposure, policy violations, or suspicious behavior to Security/Compliance teams following established procedures.

Assist in communicating governance updates (e.g., new approved use cases, changes in settings/policies).

Access, Licensing & Entitlement Support

Coordinate and validate Copilot licensing requests, assignments, and removals in line with policy and approvals.

Assist with user onboarding/offboarding for Copilot capabilities, including entitlement checks and functional readiness.

Track license utilization and highlight opportunities for optimization and reallocation.

Service Improvement & Reporting

Track support metrics (ticket volume, resolution time, top issues) and recommend improvements.

Identify recurring issues and partner with Microsoft 365 / Endpoint / Security admins to drive fixes.

Provide adoption signals (qualitative and quantitative) to product owners and stakeholders.

You'll Come With

Experience:

5+ years supporting enterprise end users in a Service Desk / EUC / IT Support environment.

Experience supporting or administering Microsoft Copilot or other enterprise AI assistants.

Experience with adoption/enablement programs, champions networks, or training facilitation.

Familiarity with Microsoft Entra ID (Azure AD) concepts, security groups, and access troubleshooting.

Exposure to Microsoft 365 admin areas (even if not a full admin role), including basic tenant troubleshooting patterns.

Understanding of information protection fundamentals (e.g., data classification, least privilege, privacy principles).

Skills and Abilities:

Expertise in Microsoft 365 applications and collaboration tools (Teams, Outlook, SharePoint/OneDrive).

Experience with ITSM tools and processes (Incident, Request, Problem, Knowledge, Change).

Strong customer service orientation with an ability to communicate technical concepts to non-technical audiences.

Excellent documentation skills and experience building knowledge articles or user guides.

#LI-JL2

Come join our team. You're going to like it here!

You will enjoy competitive wages, flexible hours, and an associate discount. Burlington's benefits package includes medical, dental and vision coverage including life and disability insurance. Full-time associates are also eligible for paid time off, paid holidays and a 401(k) plan. We are a rapidly growing brand and provide a variety of training and development opportunities so our associates can grow with us. Our teams work hard and have fun together! Burlington associates make a difference in the lives of customers, colleagues, and the communities where we live and work every day. Burlington Stores, Inc. is an equal opportunity employer committed to workplace diversity.

Individual pay decisions will be based on a variety of factors, such as but not limited to, qualifications, education, job-related skills, relevant experience, and geographic location.

Min-Mid $80,000.00 - $105,000.00

Posting Number R103321

Location New Jersey-Edgewater Park

Address 4287 Route 130 S

Zip Code 08010

Pay Rate Salaried

Career Site Category Corporate

Position Category Information Technology

Job Type Full-Time

Remote Type Hybrid

Evergreen No

Apply Now

Apply Now

Not Ready to Apply?

Connect With Us

Current Search Criteria

Sr. Administrator, Enterprise AI Tools End User Support

Edgewater Park, NJ

Clear All

Need Help?

Gift Cards

Gift Card Balance

Customer Support

Product Safety

Current/Former Associates

Our Policies

Return Policy

Pricing Policy

Privacy & Cookies Policy

Do Not Sell or Share My Personal Information

California Transparency in Supply Chain Act

Layaway Policy

Terms Of Use

Accessibility

California / Virginia Consumer Privacy Statement

Limit the Use of Sensitive Personal Information

About Us

Careers

Grand Openings

Love the Deals

Media room

Vendor Relations

Real Estate

Investor Relations

1 10% Off Disclosures

For In-Store Accounts

Valid one time only. Offer not valid on prior purchases, gift cards, or layaway. Employees excluded. Discount and/or the value of a promotional item applied on a pro-rated basis to all qualifying items purchased; any applicable refunds will be in pro-rated amount.

For Online New Accounts

Offer will be received via email within 2 days of approval. Must have valid email address and U.S. mailing address. Offer not valid on prior purchases, gift cards, or layaway. Employees excluded. Discount and/or the value of a promotional item applied on a pro-rated basis to all qualifying items purchased; any applicable refunds will be in pro-rated amount.

Credit card offers are subject to credit approval.

Burlington Credit Card Accounts are issued by Comenity Capital Bank.

*Styles, selections, availability and prices may vary by store. Products shown are intended to be representative of a specific category and may or may not be available at your local Burlington store. Advertised prices are subject to state and local taxes and fees. Up to comparable value savings percentages are based on initial assortment offerings; supplies are limited and our inventory is always changing. Shop early in stores for the best values and selections. Comparable value is determined by our buyers, who estimate retail prices of the same or similar products sold at full price retailers. Visit Burlington.com to view our complete Pricing Policy.

2026 All rights reserved.

We use cookies to improve your experience on our site. To find out more, read our privacy policy .

Accept Cookies

Decline Cookies