[Hiring] M365 Copilot Tier 3 Specialist @BMO

Role Description

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.

• Copilot Policy Management:
  • Manages and maintains all Copilot-related policies and configurations.
  • Aligns Copilot usage with Microsoft Purview data governance policies.
  • Configures role-based access control (RBAC) and Conditional Access policies in Entra ID.
  • Maps risks and controls associated with Copilot services using the PCE framework.
• Copilot Break/Fix & Support:
  • Serves as the primary operational support specialist for Copilot.
  • Builds and maintains help desk knowledge base (KB) articles and documentation.
  • Defines clear support boundaries and processes between IT help desk and LOB support teams.
  • Creates self-service resources and quick start guides for end users.
  • Proactively triages and monitors the impact of new Microsoft Copilot features.
• Copilot License Management:
  • Oversees Copilot licensing operations and governance.
  • Manages the intake of license requests and approvals through CIOO/COO workflows.
  • Monitors license usage to identify inactive or underutilized licenses.
  • Streamlines provisioning and de-provisioning of Copilot licenses using automation tools.
  • Continuously monitors and adjusts tenant license allocations.
  • Acts as a liaison between the Copilot operations function and other IT teams.
  • Diagnoses complex issues that span identity, policy, or user experience domains.
  • Manages the release of Copilot-related changes into the production environment.

Qualifications

• Typically 5–7 years of relevant experience in IT administration, cloud services, or technical support.
• A post-secondary degree in a related field of study (or an equivalent combination of education and experience) is required.
• Prior experience in an IT operations or support role dealing with cloud-based productivity or AI services (preferred).

Requirements

• Foundational:
  • 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.
• Intermediate:
  • 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.
• Advanced:
  • Deep expertise in Microsoft 365 ecosystem (Teams, SharePoint, Exchange) and integration points.
  • Advanced knowledge of cloud security and compliance frameworks.
  • 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.

Benefits

• Health insurance.
• Tuition reimbursement.
• Accident and life insurance.
• Retirement savings plans.
• Performance-based incentives and discretionary bonuses.