Operational Support Agent Jobs in Ontario (NOW HIRING)

What's the Opportunity? 

The AI Knowledge Operations Specialist is responsible for preparing, organizing, governing, and maintaining the knowledge assets that power Zafin's AI Operating System (AIOS). This role ensures the business knowledge is structured, trusted, current, and optimized for AI agent consumption and enabling accurate and reliable, and explainable AI solutions across client engagements.

Working closely with Industry Consultants, Agent Engineers, AI Evaluation Engineers, and other team members, this role prepares AI-ready content through research, metadata management, taxonomy design, document structuring, and knowledge lifecycle management. The role owns the Knowledge and Governance pillars of the Embed phase: capture, curation, publication, and reuse of knowledge on one side; evaluation, security, auditability, and operating controls on the other. The role applies established governance standards and operational controls to ensure knowledge assets remain consistent, reusable, compliant, and production ready.

The role also supports the execution of AI governance by maintaining knowledge quality, preparing audit evidence, monitoring content health, and contributing to governance reviews and continuous improvement activities. Every engagement should leave behind trusted, reusable knowledge assets that improve AI performance over time.

What Will You Do? 

• Prepare, clean, structure, and maintain content to support consumption by AI agents.
• Perform markdown cleanup, metadata tagging, taxonomy management, and content migration to improve AI agent performance.
• Maintain and continuously improve the knowledge repository that underpins AI agent accuracy, reliability, and reuse
• Conduct research to extract business knowledge and convert it into AI agent-ready assets and decision frameworks.
• Document processes, policies, and procedures to the standard required in a regulated banking environment.
• Manage the capture, curation, publication, reuse, archival, and retirement of knowledge assets across client engagements.
• Apply established knowledge governance standards to ensure AI content quality, consistency, and traceability.
• Validate metadata, taxonomy, document structure, and content quality before production use.
• Identify outdated, duplicated, conflicting, or incomplete knowledge and coordinate remediation.
• Monitor knowledge quality metrics and recommend improvements that increase AI accuracy and reliability.
• Support governance reviews by preparing documentation, audit evidence, and knowledge artifacts.
• Contribute knowledge quality data supporting AI quality and risk reporting.
• Support investigation of knowledge-related AI failures and contribute to corrective actions.
• Participate in the monthly governance review and the quarterly operating model review, reporting on knowledge and AI risk status.
• Provide the data underpinning the AI agent quality and risk metrics layer: escaped defect rate, architecture compliance, and security gate pass rate.

What Do You Need to Succeed? 

Must Haves 

• Degree in Comp Sci, Library/Information Science, Business, or related field, or equivalent experience.
• Experience with content management, metadata tagging, and taxonomy design.
• Familiarity with markdown, documentation tooling, and repository maintenance.
• Understanding of how knowledge quality directly affects AI agent performance.
• Strong research and analytical skills, with the ability to convert unstructured information into AI agent-usable formats.
• Working understanding of enterprise data architecture and integration patterns as they relate to knowledge and content systems.
• Familiarity with governance rhythms, including monthly reviews and quarterly maturity assessments, in a regulated environment.

Nice to Have 

• Familiarity with banking processes and policy frameworks.
• Experience supporting an audit or regulatory examination involving AI or automated decision-making.

Additional Job Details 

• Expected Salary Range: $90,000 - $130,000
• Vacancy Status: Open position(s) to be filled
• Mode of Work: Hybrid
• Use of AI: Zafin may use Artificial Intelligence (AI) and/or other forms of automated technology to screen and/or assess applicants for this position. Zafin will not utilize AI for conducting interviews and/or making hiring decisions.