Job Description
The Information Systems Engineer is responsible for designing, implementing, administering, and supporting Microsoft Modern Work and AI-powered collaboration services. This role focuses on administering Microsoft 365 including SharePoint Online, Teams, OneDrive, Power Platform, Copilot, and agent-based solutions to improve productivity, governance, and secure adoption of AI capabilities across the enterprise. The Global UCC team also supports a variety of other non-Microsoft collaboration services including Jira and Confluence Cloud.
Primary Responsibilities
- Design, implement, manage, administer, and support Microsoft Modern Work technologies across Microsoft 365.
- Administer and operationalize Microsoft 365 Copilot, ensuring secure, compliant, and value-driven adoption.
- Manage Copilot configuration, access, and governance using the Copilot Control System (policies, reporting, controls, and lifecycle management).
- Design, deploy, manage, and govern AI agents using Agent 365, including agent lifecycle, permissions, usage monitoring, and alignment to business use cases.
- Build, configure, manage, and maintain solutions using Copilot Studio, including custom copilots, plugins, connectors, and integration with Microsoft 365 and Power Platform services.
- Design, implement, manage, administer, and support Jira and Confluence Cloud
- Partner with security, compliance, legal, and governance teams to ensure Copilot and agent solutions align with enterprise risk, privacy, and data protection requirements.
- Work with the Global UCC team to provide Follow-the-Sun support for collaboration and AI services; serve as Tier 3 escalation support for assigned regions.
- Produce and maintain accurate documentation for end users and internal IT teams, including operational runbooks, governance models, and adoption guidance.
- Define, track, and report KPIs and metrics related to service health, Copilot usage, agent effectiveness, and user adoption.
- Provide advanced end-user and business-facing support, advising on the appropriate use of Copilot, agents, and collaboration tools based on business needs.
- Participate in a 24x7 Tier 3 on-call rotation for critical collaboration and productivity services including Microsoft 365 (Teams, SharePoint Online, OneDrive) and related platforms.
- Research, evaluate, and recommend new Microsoft Modern Work, Copilot, and AI capabilities.
- Partner with business units to drive awareness, adoption, and effective use of standard and enhanced collaboration and AI services.
Requirements Essential
- Experience supporting Microsoft Modern Work technologies within Microsoft 365.
- Hands-on experience administering Microsoft Teams, SharePoint Online, and the Power Platform.
- Familiarity with Microsoft 365 Admin Centers and related management portals.
- Fundamental knowledge of IT Service Management (ITSM) concepts and practices.
- Strong written and verbal communication skills with both technical and non-technical stakeholders.
- Apply the use of AI for both personal and team productivity
Additional
- Ability to prioritize and deliver multiple initiatives simultaneously.
- Strong customer service mindset with a focus on business outcomes.
- Proven facilitation skills, including leading technical discussions and stakeholder meetings.
- Ability to manage projects and collaborate with employees of varying technical skill levels in high-pressure environments.
- Strong analytical and problem-solving skills.
Preferences
- Experience managing Microsoft 365 Copilot, including enablement, configuration, access controls, and usage monitoring.
- Experience with Copilot Control System concepts such as governance, policy enforcement, reporting, and risk management.
- Experience managing AI agents using Agent 365, including agent permissions, lifecycle management, and operational oversight
- Experience with Microsoft Power Platform (Power Apps, Power Automate, Dataverse).
- Experience integrating Copilot Studio with Power Platform and external systems.
- Experience with Microsoft Azure and Entra ID (identity, app registrations, permissions).
- Experience with PowerShell for administration and automation.
- Experience building and administering solutions using Copilot Studio.
- Familiarity with Microsoft 365 and Copilot licensing models.
- Experience using and administering Atlassian Jira & Confluence Cloud.
- Familiarity with ServiceNow.
- Experience supporting a broad ecosystem of collaboration and productivity tools.
Mandatory Technical Skills
- Familiarity with the full stack Microsoft Modern Work technologies in Microsoft 365
- Microsoft 365 administration and governance
- PowerShell
- SharePoint Online administration
- Teams administration
Domain Skills
- Enterprise collaboration platforms
- Microsoft 365 Copilot & Agent Architecture
- Power Platform Governance & Administration
- Agent Lifecycle, Inventory, and Operationalization
- Enterprise UCC & Collaboration Architecture
- Microsoft Teams (voice, meetings, rooms, queues)
- MTR Pro Management Portal
- SBCs, managed voice, regional telephony
- Governance Communication & Influence
Total Years of Relevant Experience
Education Preference
Bachelors degree in Computer Science, Engineering, or a related field required.
Equivalent combinations of education, training, and relevant experience may be considered.
