M365 Copilot Tier 3 Specialist - REMOTE

BMO•Chicago, IL

1d•Remote

About The Position

Oversees, manages, and supports the operational aspects of Microsoft 365 Copilot services (Copilot for Work/Web, Copilot Studio, Copilot for Azure, Security Copilot, etc.) across the enterprise. Ensures Copilot features run smoothly, securely, and in compliance with BMO’s policies. Applies in-depth knowledge of Microsoft 365 administration, cloud security, and IT service management to maintain seamless Copilot user experiences and optimize service performance.

Requirements

Typically 5–7 years of relevant experience in IT administration, cloud services, or technical support, including exposure to Microsoft 365 or Azure environments.
A post-secondary degree in a related field of study (or an equivalent combination of education and experience) is required.
Microsoft 365 administration fundamentals
Basic network routing, switching, and security concepts
Systems administration and configuration management
Scripting languages (e.g., PowerShell) for task automation
IT Infrastructure Library (ITIL) basics and service management fundamentals
Root cause analysis and basic troubleshooting techniques
Cloud computing concepts and Microsoft Azure fundamentals
Cybersecurity and privacy principles
Documentation and knowledge base article writing
Adaptability and willingness to learn

Nice To Haves

Prior experience in an IT operations or support role dealing with cloud-based productivity or AI services.
Demonstrated deep knowledge and technical proficiency gained through hands-on experience and continuous learning in the field.
Microsoft Purview and data protection (classification, labeling, DLP)
Azure Active Directory (Entra ID) identity and access management (RBAC, Conditional Access)
Microsoft 365 security & compliance center administration
IT service management and help desk operations (incident & problem management)
Familiarity with ServiceNow or similar ITSM tools for workflow automation
License management and reporting for SaaS applications
Power Platform basics (Power Apps, Power Automate) for creating simple automation solutions
Communicating with impact (translating technical issues to non-technical stakeholders)
Customer centricity and support-oriented mindset
Collaboration and team coordination skills
Analytical and problem-solving abilities
Continuous improvement mindset, using data-driven decision making
Deep expertise in Microsoft 365 ecosystem (Teams, SharePoint, Exchange) and integration points
Advanced knowledge of cloud security and compliance frameworks (e.g., zero trust principles, regulatory requirements)
Enterprise-scale identity management and Conditional Access strategy
Proficiency in designing and interpreting policies for data governance and information protection
Experience with large-scale software/service rollout and change management
ITIL Certification or advanced IT service management knowledge (asset)
Strong influence and leadership skills in a cross-functional context
Ability to innovate and automate operational processes using scripting or low-code tools

Responsibilities

Manages and maintains all Copilot-related policies and configurations. Aligns Copilot usage with Microsoft Purview data governance policies (data classification, sensitivity labeling, information protection) to ensure compliance with enterprise standards.
Configures role-based access control (RBAC) and Conditional Access policies in Entra ID (Azure Active Directory) to govern who can use Copilot features and under what conditions, balancing usability with security.
Maps risks and controls associated with Copilot services using the PCE framework to meet internal audit and risk management requirements.
Serves as the primary operational support specialist for Copilot, handling break/fix troubleshooting and user support escalation.
Builds and maintains help desk knowledge base (KB) articles and documentation to enable efficient issue resolution and knowledge transfer.
Defines clear support boundaries and processes between the central IT help desk and line-of-business (LOB) support teams, ensuring swift hand-offs and resolution of Copilot-related incidents.
Creates self-service resources and quick start guides to empower end users, reduce repetitive inquiries, and improve adoption.
Proactively triages and monitors the impact of new Microsoft Copilot features on the user experience, addressing any issues or feedback as part of continuous service improvement.
Oversees Copilot licensing operations and governance.
Manages the intake of license requests and approvals through CIOO/COO workflows, ensuring proper tracking and authorization for Copilot access.
Monitors license usage to identify inactive or underutilized licenses, reclaiming and reallocating them to optimize costs and license utilization.
Streamlines provisioning and de-provisioning of Copilot licenses by leveraging automation tools (e.g., ServiceNow workflows or Power Apps), thereby accelerating onboarding and maintaining accurate license inventories.
Continuously monitors and adjusts tenant license allocations to align with business needs, preventing shortages or excesses, and provides regular reporting on license status to stakeholders.
Acts as a liaison between the Copilot operations function and other IT teams (security, architecture, engineering, vendor support), coordinating on feature rollouts, security reviews, and complex issue resolutions.
Diagnoses complex issues that span identity, policy, or user experience domains; implements corrective solutions and engages with engineering teams or Microsoft support when necessary to ensure timely resolution of Copilot service disruptions.
Manages the release of Copilot-related changes (policy updates, new features enablement, etc.) into the production environment.
Follows standardized change management procedures to minimize risk and user impact, including creating change/release plans, communicating with stakeholders, and validating success of changes post-implementation.