Job Title: Systems Analyst III – Microsoft 365 Copilot & AI
Location: Austin, TX
Work Arrangement: Onsite, 4–5 days per week
Employment Type: Contract
Job Description
We are seeking an experienced Systems Analyst III specializing in Microsoft 365 Copilot administration, AI services, enterprise integrations, and Level 3 technical support. The ideal candidate will have strong hands-on experience administering Microsoft 365 services, troubleshooting complex cloud integrations, supporting AI-powered solutions, and managing enterprise AI governance and service operations.
Key Responsibilities
1. Copilot Platform Administration
Administer and support Microsoft 365 Copilot and related AI services.
Manage licensing, configuration, service health, and feature enablement.
Evaluate and implement new Copilot capabilities and releases.
Maintain service documentation, technical standards, and operational procedures.
Manage and monitor credit allocations and usage.
2. Level 3 Technical Support
Serve as the senior escalation point for complex Microsoft 365 Copilot incidents.
Troubleshoot Microsoft Graph grounding, SharePoint and Teams integrations, permissions, and data access issues.
Diagnose Copilot agent functionality, connector failures, and integration issues.
Investigate credit controls and usage monitoring.
Manage Microsoft support escalations and conduct root-cause analysis.
Provide advanced technical guidance for enabling Copilot agent use cases.
3. AI Governance and Service Management
Participate in AI governance, capability reviews, and release readiness assessments.
Support capability intake, pilot programs, production releases, and lifecycle management.
Identify operational risks, dependencies, and support requirements.
Ensure appropriate operational processes are in place for enterprise AI services.
4. Identity and Integration Support
Collaborate with Identity and Access Management (IAM), Security, and Architecture teams on access controls and AI integrations.
Support integrations involving Microsoft Graph, SharePoint, Power BI, Power Platform, and Copilot Studio.
Validate connector configurations and enterprise integration functionality.
Troubleshoot identity, authentication, authorization, and permissions-related issues.
5. Service Analytics and Adoption
Monitor service performance, adoption, and utilization metrics.
Support executive reporting and AI value realization initiatives.
Develop and maintain operational dashboards and service health reports.
Identify opportunities to improve service reliability, adoption, and operational efficiency.
Required Qualifications
Minimum of 5 years of progressively responsible experience supporting Microsoft 365 in a large enterprise environment, including advanced administration, engineering, or Level 3 technical support.
At least 2 years of hands-on experience with Microsoft cloud automation, Copilot/AI services, Power Platform, or enterprise integrations.
Strong knowledge of:
Microsoft 365 Copilot
SharePoint Online
Microsoft Teams
Microsoft Graph
Microsoft Entra ID
Power Platform
Copilot Studio
Copilot Chat
Copilot Cowork
Experience with ITIL-based service management practices.
Strong troubleshooting skills involving identity, permissions, cloud services, and enterprise integrations.
Experience supporting enterprise cloud platforms and resolving complex technical issues.
Preferred Qualifications
Microsoft 365 enterprise administration experience.
Hands-on experience with Copilot Studio and AI agent development or administration.
Experience with Microsoft Graph integrations.
Power Platform administration experience.
ITIL certification.
Microsoft Copilot or AI-related certifications.
Experience with Azure AI Foundry.
Work Location Requirements
This position requires onsite work in Austin, Texas, 4–5 days per week. Candidates must currently reside in the Austin area and be able to meet the onsite work requirements.
