This is a AI Platform Support Specialist role with EML Group based in Sydney, NSW, AU EML Group Role Seniority - mid level More about the AI Platform Support Specialist role at EML Group EML is a leading Workers Compensation and Personal Injury Claims Management business. Our goal is to help people get their lives back through ongoing support during their return-to-work journey . We continue to experience ongoing growth and now have over 4,000 dedicated employees . We foster a learning culture that allows for us to continually invest in our employees ensuring a long-term career here at EML. THE OPPORTUNITY As we expand, our Technology team is growing rapidly , driving innovation in AI for Workers Compensation . We're transforming the industry with cutting-edge solutions that enhance claims management, improve outcomes, and streamline processes. At EML, we foster a learning culture, investing in our people to build long-term careers while shaping the future of technology in our sector. The AI Platform Support Specialist (Prompts & Workspaces) is responsible for maintaining and optimising LLM-powered applications from a front-end perspective, ensuring document repositories are curated to deliver accurate results while also developing and fine-tuning the prompts that power each workspace. Working closely with Product, AI/ML, and Operations teams, you will play a key part in shaping how knowledge is managed and surfaced across the platform ensuring delivery of a reliable, intuitive and effective application experience. This position sits within the broader M365/Modern Apps team, which oversees and supports platforms such as M365, SharePoint, Power Automate, and Atlassian applications. As part of the role, you will also gain exposure to these areas, with roughly 25% of your time dedicated to contributing to their build, governance and support. This will be a permanent, full time position based in the Sydney office, with flexibility to work from home up to 3 days per week. YOUR RESPONSIBILITIES Maintain and support AI/LLM platforms, ensuring performance, usability, and security compliance. Act as the key contact for user and incident support, resolving issues and documenting fixes. Design, test, and refine prompts to optimise AI model accuracy and user experience. Manage document repositories and technical documentation, including runbooks and diagrams. Collaborate with developers, DevOps, and product teams to deliver platform improvements. Contribute to process, security, and compliance enhancements aligned with APRA CPS 234 and ISO 27001. ABOUT YOU 3–5 years’ experience in application or platform support, ideally within AI, data, or tech environments. Strong understanding of LLMs, APIs, integrations, and general cloud-based application management. Proven ability to troubleshoot complex issues and deliver timely, high-quality resolutions. Experience with documentation, knowledge management, or technical writing. Familiarity with security and compliance frameworks such as APRA CPS 234 or ISO 27001. Collaborative mindset with excellent communication skills and a passion for innovation. WHAT WE OFFER We stand together as equals. EML is an equal opportunity employer so by coming to work for us, you will be part of a culture that celebrates diversity and inclusion. We are committed to maintaining a workplace where everyone feels valued and where we show respect, integrity and honesty. EML provides career opportunities and great employee benefits, including: A vibrant, collaborative innovative team culture Flexibility with opportunity to WFH when you are fully trained in your role. A corporate wellbeing program with discounted health insurance and gym membership Access to discounts at over 350 retailers through our Rewards Hub program Entitlement to an annual tenure and performance-based recognition reward Comprehensive learning and development support Companywide events to celebrate success. Quarterly Reward and Recognition Awards Up to 16 weeks paid parental leave, plus super We value our people and are committed to supporting our employees by investing in their professional development and providing generous employee benefits. If this position is of interest to you, please apply now. Before we jump into the responsibilities of the role. No matter what you come in knowing, you’ll be learning new things all the time and the EML Group team will be there to support your growth. Please consider applying even if you don't meet 100% of what’s outlined Key Responsibilities ⚙️ Maintaining AI/LLM platforms User support and incident resolution ✏️ Designing and refining prompts Key Strengths ️ Application support experience Understanding of LLMs and APIs ️ Troubleshooting skills Documentation skills Familiarity with compliance frameworks Communication skills A Final Note: This is a role with EML Group not with Hatch.
