At BMO we are driven by a shared Purpose: Boldly Grow the Good in business and life. It calls on us to create lasting, positive change for our customers, our communities and our people. By working together, innovating and pushing boundaries, we transform lives and businesses, and power economic growth around the world. As a member of the BMO team you are valued, respected and heard, and you have more ways to grow and make an impact. We strive to help you make an impact from day one – for yourself and our customers. We’ll support you with the tools and resources you need to reach new milestones, as you help our customers reach theirs. From in-depth training and coaching, to manager support and network-building opportunities, we’ll help you gain valuable experience, and broaden your skillset. To find out more visit us at BMO Careers .
M365 Copilot Tier 3 Specialist
Location
Worldwide
Posted
57 days ago
Salary
C$75.9K - C$141.9K / year
Seniority
Mid Level
No structured requirement data.
Job Description
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.
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