At eBay, we're more than a global ecommerce leader — we’re changing the way the world shops and sells. Our platform empowers millions of buyers and sellers in more than 190 markets around the world. We’re 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. We're 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 RoleWe 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 DoYou 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 EnablementUse enterprise AI tools such as ChatGPT, Glean, and similar platforms to improve content, workflows, and team productivitySupport lightweight automation and agent based workflows using approved no code or low code toolsIdentify repetitive or inefficient processes across ITSS and recommend or pilot more efficient approachesCreate practical playbooks, examples, prompts, and guidance that help teams adopt AI in day to day workSupport AI driven support experiences such as chat agents, knowledge assistants, and voice solutions that improve deflection, reduce handle time, and enhance customer experiencePartner with enablement, engineering, product, and operations teams to pilot and expand successful practicesStay current with emerging AI capabilities and bring forward ideas that can improve team effectivenessTraining & EnablementDevelop and maintain training materials, including onboarding content, guides, learning modules, and launch assetsBuild and update enablement resources such as Hub pages, FAQs, and self serve materialsSupport training programs through live sessions, recordings, supporting documentation, and follow up materialsCreate and update learning content using tools such as Articulate Rise, Storyline, or similar learning platformsPackage enablement content for tool launches and updates, especially AI related capabilitiesKnowledge ManagementSupport the ITSS knowledge program within ServiceNowCreate, edit, and maintain knowledge articles and documentationAssist with article lifecycle management, including reviews, updates, and content hygieneImprove knowledge quality and consistency using structured processes and AI assisted workflowsSupport knowledge governance activities that improve clarity, reuse, and maintainabilityEnablement Platforms & Content OperationsBuild and maintain internal Hub or intranet pages as a trusted source of truth for IT services, onboarding, and launchesEnsure content is accurate, well structured, and easy to navigateSupport transition of content ownership to long term teams once assets and processes are stableInternal Communications SupportDraft and format ITSS and Fleet Operations related communicationsSupport intake and coordination of communication requestsPartner with Employee Communications to ensure alignment and clarity when neededFeedback & Continuous ImprovementSupport survey programs and feedback collection, including ServiceNow surveysAssist with dashboard updates and reporting materialsHelp identify trends and improvement opportunitiesSupport follow up tracking for service issues and feedbackFind opportunities to reduce support contacts, improve self service, and enhance the overall IT support experienceContribute to process improvements that improve service experience and reduce manual effortMinimum QualificationsProven experience in enablement, operations, IT support, or a related fieldStrong communication and content creation skillsExperience using AI tools to improve work or workflowsAbility to simplify complex topics into clear guidanceComfortable working across teams and taking initiativePreferred QualificationsExperience with ServiceNow, knowledge management, or IT environmentsExperience with learning tools such as Articulate or LMS platformsExposure to automation, scripting, or workflow toolsBackground in Computer Science, IT, or a related fieldInterest in AI, user experience, and service improvementAdditional DetailseBay 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. 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 our Talent Privacy Notice, Privacy Center, and AI Hiring Guidelines.
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