Enablement Operations Specialist

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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 You’ll 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 status. If you have a need that requires accommodation, please contact us at talent@ebay.com. We will make every effort to respond to your request for accommodation as soon as possible. View our accessibility statement to learn more about eBay's commitment to ensuring digital accessibility for people with disabilities.

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