Job Summary:
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, standards, and operational procedures.
• Credit allocations and monitoring
Level 3 Technical Support
• Serve as the senior escalation point for complex Copilot incidents.
• Troubleshoot:
• Microsoft Graph grounding
• SharePoint and Teams integrations
• Permissions and data access issues
• Agent functionality
• Connector and integration failures
• Credit controls and monitoring
• Manage Microsoft support escalations and root cause analysis.
• Advanced solutioning for Copilot agent use case enablement
AI Governance & 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.
Identity & Integration Support
• Partner with IAM, Security, and Architecture teams on access controls and AI integrations.
• Support Microsoft Graph, SharePoint, PowerBi, Power Platform, and Copilot Studio connectivity.
• Validate connector configurations and enterprise integrations.
Service Analytics & Adoption
• Monitor service performance, adoption, and utilization metrics.
• Support executive reporting and AI value realization efforts.
• Develop and maintain operational dashboards and service health reporting
Minimum Yrs of Experience, Skills, and Qualifications
• Minimum five (5) years of progressively responsible experience supporting Microsoft 365 in a large enterprise environment, including advanced administration, engineering, or Level 3 support; at least two (2) years should include hands-on work 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.
• Experience troubleshooting identity, permissions, and cloud service integrations.
Preferred Skills and Qualifications
• Microsoft 365 Enterprise Administration experience
• Copilot Studio or AI Agent experience
• Microsoft Graph integration experience
• Power Platform administration experience
• ITIL certification
• Microsoft Copilot or AI-related certifications
• Experience with Azure Foundry
