Enablement Operations Specialist
Share
Job Location:
Monthly Salary:
Posted on:
7 days ago
Vacancies:
1 Vacancy
Job Summary
At eBay were more than a global ecommerce leader were changing the way the world shops and sells. Our platform empowers millions of buyers and sellers in more than 190 markets around the world. Were committed to pushing boundaries and leaving our mark as we reinvent the future of ecommerce for enthusiasts.
Our customers are our compass authenticity thrives bold ideas are welcome and everyone can bring their unique selves to work every day. Were in this together sustaining the future of our customers our company and our planet.
Join a team of passionate thinkers innovators and dreamers and help us connect people and build communities to create economic opportunity for all.
About the Role
We are seeking an Enablement Operations Specialist to support Fleet Operations and IT Services & Solutions ITSS by accomplishing and improving training knowledge management and enablement programs that drive adoption consistency service efficiency and improved customer experience across IT.
This role is responsible for building and maintaining the operational foundation of enablement while also finding opportunities to improve how work gets done using AI and automation. You will help employees navigate IT services tools and workflows more effectively and you will play a hands on role in applying emerging AI capabilities to improve processes content and user experience with a strong focus on reducing friction in IT support and enabling better self service.
You will work closely with cross functional partners to deliver scalable training content maintain knowledge systems support internal communications and improve repeatable workflows across Fleet Operations and ITSS.
What Youll Do
You will implement defined work while also spotting gaps improving workflows and helping teams adopt better ways of working. This is a hands on role focused on practical outputs repeatable processes and measurable improvements.
AI & Automation Enablement
- Use enterprise AI tools such as ChatGPT Glean and similar platforms to improve content workflows and team productivity
- Support lightweight automation and agent based workflows using approved no code or low code tools
- Identify repetitive or inefficient processes across ITSS and recommend or pilot more efficient approaches
- Create practical playbooks examples prompts and guidance that help teams adopt AI in day to day work
- Support AI driven support experiences such as chat agents knowledge assistants and voice solutions that improve deflection reduce handle time and enhance customer experience
- Partner with enablement engineering product and operations teams to pilot and expand successful practices
- Stay current with emerging AI capabilities and bring forward ideas that can improve team effectiveness
Training & Enablement
- Develop and maintain training materials including onboarding content guides learning modules and launch assets
- Build and update enablement resources such as Hub pages FAQs and self serve materials
- Support training programs through live sessions recordings supporting documentation and follow up materials
- Create and update learning content using tools such as Articulate Rise Storyline or similar learning platforms
- Package enablement content for tool launches and updates especially AI related capabilities
Knowledge Management
- Support the ITSS knowledge program within ServiceNow
- Create edit and maintain knowledge articles and documentation
- Assist with article lifecycle management including reviews updates and content hygiene
- Improve knowledge quality and consistency using structured processes and AI assisted workflows
- Support knowledge governance activities that improve clarity reuse and maintainability
Enablement Platforms & Content Operations
- Build and maintain internal Hub or intranet pages as a trusted source of truth for IT services onboarding and launches
- Ensure content is accurate well structured and easy to navigate
- Support transition of content ownership to long term teams once assets and processes are stable
Internal Communications Support
- Draft and format ITSS and Fleet Operations related communications
- Support intake and coordination of communication requests
- Partner with Employee Communications to ensure alignment and clarity when needed
Feedback & Continuous Improvement
- Support survey programs and feedback collection including ServiceNow surveys
- Assist with dashboard updates and reporting materials
- Help identify trends and improvement opportunities
- Support follow up tracking for service issues and feedback
- Find opportunities to reduce support contacts improve self service and enhance the overall IT support experience
- Contribute to process improvements that improve service experience and reduce manual effort
Minimum Qualifications
- Proven experience in enablement operations IT support or a related field
- Strong communication and content creation skills
- Experience using AI tools to improve work or workflows
- Ability to simplify complex topics into clear guidance
- Comfortable working across teams and taking initiative
Preferred Qualifications
- Experience with ServiceNow knowledge management or IT environments
- Experience with learning tools such as Articulate or LMS platforms
- Exposure to automation scripting or workflow tools
- Background in Computer Science IT or a related field
- Interest in AI user experience and service improvement
Additional Details
eBay is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race color religion national origin sex sexual orientation gender identity veteran status and disability or other legally protected you have a need that requires accommodation please contact us at. We will make every effort to respond to your request for accommodation as soon as possible. View our accessibility statement to learn more about eBays commitment to ensuring digital accessibility for people with disabilities.
We use cookies to enhance your experience and may use AI tools for administrative tasks in the hiring process. To learn how we handle your personal data and use AI responsibly please visit ourTalent Privacy Notice Privacy Center and AI Hiring Guidelines.
Required Experience:
IC
About Company
Founded in 1995 in San Jose, Calif., eBay (NASDAQ: EBAY) is where the world goes to shop, sell and give. Whether you’re buying new or used, common or luxurious, trendy or rare – if it exists in the world, it’s probably for sale on eBay. Our great value and unique selection help every ... View more
