What are the responsibilities and job description for the M365 Copilot Operations Specialist (Remote - Chicago, IL/Brookfield, WI) position at The Mom Project?
The Mom Project is proud to support our client, a retail banking institution based in Chicago, with their search for a M365 Copilot Operations Specialist to join their team!
Responsibilities
Responsibilities
- Oversee and manage Microsoft 365 Copilot services across the enterprise, ensuring secure, compliant, and reliable operations
- Manage Copilot policies and configurations aligned with data governance, security, and compliance standards
- Configure role-based access and conditional access controls to balance usability and security
- Map risks and controls related to Copilot services to meet audit and risk management requirements
- Serve as primary operational support for Copilot break/fix issues and escalations
- Develop knowledge base articles, documentation, and self-service resources for users and support teams
- Monitor new Copilot features and proactively address user experience impacts
- Manage Copilot licensing, including request intake, approvals, provisioning, de-provisioning, and usage optimization
- Automate license workflows and operational processes using ITSM and low-code tools
- Provide regular reporting on license utilization and service performance
- Act as liaison between Copilot operations and IT teams including security, engineering, and vendor support
- Diagnose complex identity, policy, and experience issues and coordinate resolutions
- Manage Copilot-related change releases following standard change management processes
- Communicate updates and rollout plans to stakeholders and validate post-implementation success
- 5-7 years of experience in IT administration, cloud services, or technical support
- Post-secondary degree or equivalent experience in a related field
- Strong knowledge of Microsoft 365 administration and Azure fundamentals
- Experience with identity and access management, including RBAC and Conditional Access
- Knowledge of data governance and protection tools, including classification, labeling, and DLP
- Experience with IT service management processes, including incident and problem management
- Proficiency in scripting or automation tools such as PowerShell
- Familiarity with ServiceNow or similar ITSM platforms
- Strong troubleshooting, root cause analysis, and problem-solving skills
- Strong documentation and knowledge base development skills
- Strong communication skills for technical and non-technical audiences
- Customer-focused and service-oriented mindset
- Strong collaboration and cross-functional coordination skills
- Experience supporting cloud-based productivity or AI services
- Advanced expertise in the Microsoft 365 ecosystem, including Teams, SharePoint, and Exchange
- Experience with enterprise-scale security and compliance frameworks
- Experience managing large-scale system rollouts and change initiatives
- ITIL certification or advanced IT service management knowledge
- Experience with Power Platform tools for workflow automation
- Monday - Friday, 40 hours/week
- Remote in Chicago, IL, and Brookfield, WI