AI Support Enablement Specialist

• *AI Support Enablement Specialist**

Recruiter for this position: Vipin Yadav

Hiring Manager for this position: Alexander Thelen

Division: Global Support \& Managed Automation

Serrala is the global leader in finance process automation. For over 40 years, we have been advancing the office of the CFO with our award\-winning suite of finance automation applications.

Our solutions streamline all working capital\-related processes, including Order to Cash, Procure to Pay, Cash Flow Management, and Treasury, across both cloud and SAP environments.

Our 10\+ hubs across Europe, North America, and India support over 2,800 clients worldwide, reflecting the trust we've built with a diverse global community.

Join us as we lead the future of finance automation!

• *Tasks and accountabilities**

• Support our knowledge strategy: it includes clear roles, an editorial calendar and approval workflows, forming the base for how we create, review and maintain reliable content.
• Help with information architecture and taxonomy: author and curate content such as articles, runbooks and FAQs using consistent terminology and style to improve findability and reuse.
• Support the end\-to\-end knowledge lifecycle: This includes drafting, peer review, versioning, publishing and archiving, with audit trails and regular content health checks.
• Help make content AI\-ready for LLMs and RAG: Structure it with chunking, metadata and sources.

Use analytics from tickets and chats to find gaps: Apply the insights to improve the output of FinAI.

Help translate knowledge into conversations

• Support a brand\-aligned tone and voice for FinAI to ensure consistent and helpful interactions.
• Work on dialogue flows for selected use cases: Cover escalation handling strategies, clarifying questions, confirmations and recovery paths that reflect the tone and voice of FinAI.
• Support fallback and human handover: Keep context transfer clean and keep iterating based on insights.
• Support enablement for Copilot Studio / Power Automate: Build and maintain agents in Copilot Studio to support and improve support processes with AI.

• *Technical/ professional qualifications**

• Apply a rigorous test mindset: Plan, run, repeat, and document tests for KB articles and conversation flows; challenge assumptions and fix root causes.
• Be willing to learn Copilot Studio / Power Automate: Prior experience is nice\-to\-have, but not required as we provide in\-house training.\- Show strong curiosity for AI with a basic understanding of LLMs and RAG: Drive your own learning, upskill continuously, and turn daily insights into better content and conversations without relying on personal tribal knowledge.
• Take responsibility for outcomes and deadlines: Keep SLAs, maintain the editorial calendar, and follow through from draft to publish with high reliability.
• Work with precision and attention to detail: keep terminology, formatting, and citations consistent, and catch edge cases before they reach users.

Next steps: Simply apply here via the internal job market \- we will contact you as soon as possible. Good to know: We will contact you first \- your current manager will not be informed about your internal application.

Your HR Contact for this position is: Vipin Yadav

This role is based in: Pune

EEO Statement

We are proud to be an equal opportunity workplace. We celebrate and support diversity by providing equal employment opportunities regardless of race, creed, color, religion, age, sex, national origin, disability or handicap, genetics, protected veteran status, sexual orientation, gender identity or expression, arrest record, or any other characteristic protected by federal, state, or local laws.

• *\[EEO Statement]**

We are proud to be an equal opportunity workplace. We celebrate and support diversity by providing equal employment opportunities regardless of race, creed, color, religion, age, sex, national origin, disability or handicap, genetics, protected veteran status, sexual orientation, gender identity or expression, arrest record, or any other characteristic protected by federal, state or local laws.

• *\[To all recruitment agencies]**

Serrala does not accept agency resumes. Please do not forward resumes to our job's alias, Serrala employees or any other organization location. Serrala is not responsible for any fees related to unsolicited resumes.