Collaboration Ops Support Lead - M365 (Copilot and Viva)

Truist Bank • Charlotte, NC

1d

About The Position

As part of the Copilot and Viva Operational Support team, you will provide day-to-day support for Copilot M365 and Viva deployments, ensuring smooth onboarding, issue resolution, and user enablement. You will serve as the first line of support for Copilot and Viva-related inquiries and help drive adoption through proactive engagement.

Requirements

• Bachelor’s Degree and six to ten years of experience or equivalent education and software engineering training or experience
• In-depth knowledge in information systems and ability to identify, apply, and implement best practices
• Understanding of key business processes and competitive strategies related to the IT function
• Ability to plan and manage projects and solve complex problems by applying best practices
• Ability to provide direction and mentor less experienced teammates.
• Ability to interpret and convey complex, difficult, or sensitive information
• Bachelor's degree in a business or IT field, or equivalent education and related training
• Five years of experience managing in an IT environment
• Five years of experience implementing and supporting large scale web/middleware solutions
• Excellent written and verbal communication skills
• Demonstrated proficiency in learning and applying technical concepts
• Ability to successfully interact with all levels of management across all lines of business and negotiate complex technical issues
• Demonstrated proficiency in basic computer applications, such as Microsoft Office software products

Nice To Haves

• Experience with M365 platform (Teams, Viva, Power Platform)
• Excellent Communication skills
• Banking or financial services experience.

Responsibilities

• Provide Tier 1 & 2 support within SLA for Viva and Copilot.
• Collaborate with Product Manager to maintain user documentation.
• Interpret and analyze data to identify improvements and influence decision making (continuous process improvement, post-mortem analysis,etc).
• Coordinate with vendor as well as internal teams to escalate and resolve technical issues.
• Support training sessions, office hours, and user community with end users.
• Assist in license management and required service catalog changes.
• Stay current with emerging AI technologies and Microsoft roadmap updates.

Benefits

• All regular teammates (not temporary or contingent workers) working 20 hours or more per week are eligible for benefits, though eligibility for specific benefits may be determined by the division of Truist offering the position.
• Truist offers medical, dental, vision, life insurance, disability, accidental death and dismemberment, tax-preferred savings accounts, and a 401k plan to teammates.
• Teammates also receive no less than 10 days of vacation (prorated based on date of hire and by full-time or part-time status) during their first year of employment, along with 10 sick days (also prorated), and paid holidays.
• Depending on the position and division, this job may also be eligible for Truist’s defined benefit pension plan, restricted stock units, and/or a deferred compensation plan.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 5,001-10,000 employees