Copilot Operations Analyst

McKesson•Mississauga, ON

33d•Hybrid

About The Position

McKesson is an impact-driven, Fortune 10 company that touches virtually every aspect of healthcare. We are known for delivering insights, products, and services that make quality care more accessible and affordable. Here, we focus on the health, happiness, and well-being of you and those we serve – we care. What you do at McKesson matters. We foster a culture where you can grow, make an impact, and are empowered to bring new ideas. Together, we thrive as we shape the future of health for patients, our communities, and our people. If you want to be part of tomorrow’s health today, we want to hear from you. The Microsoft Copilot Operations Analyst at McKesson is responsible for the day-to-day support, operations, and continuous management of enterprise Copilot capabilities. This role focuses on ensuring a reliable and high-quality user experience for Microsoft 365 Copilot, Copilot agents, and related AI-powered tools by managing user support, resolving issues, monitoring system performance, and maintaining operational processes. The analyst will also contribute to enablement, feature testing, and governance efforts, supporting the broader rollout and evolution of Copilot across the enterprise.

Requirements

Bachelor’s degree in computer science, Information Systems, Business, or related field (Master’s preferred) or equivalent and typically requires 4+ years of relevant experience.
5 to 7 years of experience in IT operations, support, or platform operations.
Strong experience in L1/L2 support, ticket management, and end-user troubleshooting.
Hands-on experience with Microsoft 365 (Teams, SharePoint, Outlook) and/or Copilot technologies.
Experience managing enterprise SaaS platforms and service operations.
Ability to conduct user training, demos, and live support sessions.
Experience testing and validating new features in a production or pilot environment.
Strong communication and problem-solving skills.

Nice To Haves

Experience with Microsoft 365 Copilot, Copilot Studio, or AI productivity tools.
Familiarity with feature rollout processes, pilot programs, and user feedback loops.
Basic understanding of AI governance, compliance, and data security.
Experience in large enterprise or regulated environments.

Responsibilities

Provide L1/L2 support for Copilot-related issues, including troubleshooting prompt errors, access issues, incorrect outputs, and integration challenges.
Manage Copilot support channels, shared mailboxes, and ticket queues, ensuring timely triage, response, and resolution.
Monitor Copilot service health, incidents, and system performance across Microsoft 365 platforms.
Handle incident management and escalation, coordinating with engineering teams and Microsoft support as needed.
Conduct Copilot office hours, live support sessions, and user assistance workshops.
Develop and maintain knowledge base content, FAQs, and troubleshooting guides.
Support ongoing day-to-day operational needs, ensuring consistent service delivery and user satisfaction.
Deliver Copilot training sessions, walkthroughs, and live demos to educate users on effective usage.
Conduct hands-on demonstrations tailored to different business functions (HR, Finance, IT, Operations, etc.).
Test and validate new Copilot features, updates, and capabilities before broader rollout.
Provide feedback on feature performance, usability, and business impact.
Support pilot programs and early adopter groups for new Copilot capabilities.
Support deployment and operational management of Microsoft Copilot solutions, including Microsoft 365 Copilot and Copilot agents.
Maintain operational processes such as support models, escalation paths, and service workflows.
Coordinate with IT and platform teams to ensure seamless integration with Microsoft 365, Teams, SharePoint, and enterprise data sources.
Monitor platform usage, performance metrics, and user feedback to improve overall service quality.
Maintain operational dashboards and reporting for incidents, usage, and support trends.
Identify and implement improvements to enhance efficiency and user experience.
Support adoption initiatives through training, documentation, and user engagement activities.
Assist in identifying high-value Copilot use cases across business functions.
Track and report on adoption metrics and user engagement trends.
Support implementation of governance practices, including safe usage, prompt guidelines, and data access controls.
Ensure compliance with enterprise policies related to security, privacy, and responsible AI.
Assist in maintaining guardrails for Copilot usage and automation.
Act as a point of contact for operational issues across business users, IT teams, and platform stakeholders.
Collaborate with Microsoft and vendors on issue resolution, feature updates, and roadmap alignment.