M365 Copilot Operations Specialist

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 (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.

• Copilot Break/Fix & Support: 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.

• Copilot License Management: 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.

Qualifications:

Experience: 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.

Preferred: 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.

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 (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

Salary:

$81,400.00 - $151,800.00

Pay Type:

Salaried

The above represents BMO Financial Group's pay range and type.

Salaries will vary based on factors such as location, skills, experience, education, and qualifications for the role, and may include a commission structure. Salaries for part-time roles will be pro-rated based on number of hours regularly worked. For commission roles, the salary listed above represents BMO Financial Group's expected target for the first year in this position.

BMO Financial Group's total compensation package will vary based on the pay type of the position and may include performance-based incentives, discretionary bonuses, as well as other perks and rewards. BMO also offers health insurance, tuition reimbursement, accident and life insurance, and retirement savings plans. To view more details of our benefits, please visit:

About Us

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 is proud to be an equal employment opportunity employer. We evaluate applicants without regard to race, religion, color, national origin, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, transgender status, sexual stereotypes, age, status as a protected veteran, status as an individual with a disability, or any other legally protected characteristics. We also consider applicants with criminal histories, consistent with applicable federal, state and local law.

BMO is committed to working with and providing reasonable accommodations to individuals with disabilities. If you need a reasonable accommodation because of a disability for any part of the employment process, please send an e-mail to [email protected] and let us know the nature of your request and your contact information.

Note to Recruiters: BMO does not accept unsolicited resumes from any source other than directly from a candidate. Any unsolicited resumes sent to BMO, directly or indirectly, will be considered BMO property. BMO will not pay a fee for any placement resulting from the receipt of an unsolicited resume. A recruiting agency must first have a valid, written and fully executed agency agreement contract for service to submit resumes.