M365 Copilot Operations Specialist

BMO Financial Group; Toronto; On-site; CAD 103,000 - 194,000; Full time

Job summary

A leading financial institution in Toronto is seeking a candidate to oversee operational aspects of Microsoft 365 Copilot services. This role involves managing policies, supporting troubleshooting, and overseeing licensing operations. Candidates should have 5-7 years of IT administration experience, preferably in Microsoft environments, and possess a relevant degree. The position offers a competitive salary and comprehensive benefits package.

Benefits

Health insurance

Tuition reimbursement

Accident and life insurance

Retirement savings plans

Qualifications

• Typically 5-7 years of relevant experience in IT administration or technical support.
• Experience with Microsoft 365 or Azure environments preferred.
• Demonstrated technical proficiency and willingness to learn.

Responsibilities

• Manage Copilot policies, configurations, and compliance.
• Primary support specialist for Copilot troubleshooting.
• Oversees Copilot licensing operations and governance.

Skills

IT administration experience

Cloud services knowledge

Microsoft 365 administration fundamentals

Security concepts

PowerShell scripting

Education

Post-secondary degree in related field

Tools

ServiceNow

Microsoft Purview

Power Platform

Job description

Overview

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 IT service management to maintain seamless Copilot user experiences and optimize service performance.

Responsibilities

• 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 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.

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; 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; strong influence and leadership skills in a cross‑functional context; ability to innovate and automate operational processes using scripting or low‑code tools.

Compensation

Salary range: $75,900.00 – $141,900.00. BMO offers a comprehensive benefits package, including health insurance, tuition reimbursement, accident and life insurance, and retirement savings plans. For full details, visit the BMO benefits page.

EEO Statement

BMO is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.