AES-Copilot

We are seeking a highly motivated and customer-focused Copilot & Business Applications Support Analyst (L1/L2) to provide operational functional and technical support for Microsoft Copilot for Microsoft 365 Power Platform solutions and internal business applications.

The role will serve as the first and second line of support for users experiencing issues related to application access performance functionality reporting integrations workflows and Copilot capabilities. The analyst will be responsible for troubleshooting incidents fulfilling service requests managing user access supporting business applications and ensuring a seamless user experience across the enterprise technology landscape.

Microsoft Copilot for Microsoft 365 Support

• Provide L1/L2 support for Microsoft Copilot across Microsoft 365 applications.
• Troubleshoot and resolve issues related to:
  • User access and permissions.
  • Copilot Chat and AI-assisted workflows.
  • Meeting summaries transcripts and recaps.
  • Email drafting and summarization in Outlook.
  • Document generation and content assistance in Word.
  • Data analysis and formula generation in Excel.
  • Presentation creation and enhancement in PowerPoint.
  • Content retrieval and grounding issues.
  • Prompt execution failures and inaccurate responses.
  • Performance and application loading issues.
• Support Copilot adoption initiatives and assist users with effective prompt usage and best practices.

Application Support

• Provide operational support forSharePoint Online Power Apps Power Automate Power BI and other miscellaneousapplications.
• Handle incidents and service requests related to:
  • Application access and authentication.
  • Application performance degradation.
  • Functional errors and system exceptions.
  • User configuration and profile issues.
  • Integration and data synchronization failures.
  • Workflow and business process disruptions.
  • Scheduled job and batch processing issues.
• Monitor application health and availability.
• Coordinate with application owners infrastructure teams and vendors for issue resolution.

Reporting & Analytics Support

• Support business users with report access execution and troubleshooting.
• Investigate reporting issues including:
  • Missing or incorrect data.
  • Refresh failures.
  • Dashboard accessibility issues.
  • Data discrepancies and validation concerns.
• Support Power BI reports dashboards and scheduled refresh activities.
• Collaborate with reporting and data teams to resolve data-related incidents.

Power Platform Support

• Provide support for Microsoft Power Platform solutions including:
  • Power Apps
  • Power Automate
  • Power BI
  • Copilot Studio (preferred)
• Troubleshoot:
  • Flow failures and workflow errors.
  • Application access issues.
  • Connector and integration failures.
  • Environment-related issues.
  • Data source connectivity problems.
  • Permission and security-related concerns.
• Assist with deployment validation and post-release support.
• Monitor platform usage and identify recurring issues.

Incident Problem & Service Request Management

• Manage incidents and service requests through ServiceNow or equivalent ITSM platforms.
• Prioritize and resolve tickets in accordance with SLA commitments.
• Perform root cause analysis for recurring incidents.
• Escalate complex issues to L3 support teams platform administrators engineering teams or vendors.
• Participate in major incident management activities.

Knowledge Management & User Enablement

• Create and maintain:
  • SOPs
  • Runbooks
  • Knowledge articles
  • Troubleshooting guides
  • FAQs
• Document known issues and workarounds.
• Conduct user awareness and adoption sessions for Copilot and enterprise applications.

Share best practices for Microsoft 365 Power Platform and enterprise tools.

Microsoft Technologies

• Microsoft Copilot for Microsoft 365
• Microsoft Teams
• Outlook
• Word
• Excel
• PowerPoint
• SharePoint Online
• OneDrive for Business
• Microsoft Entra ID (Azure AD)

Power Platform

• Power Apps
• Power Automate
• Power BI
• Copilot Studio (preferred)
• Dataverse (basic understanding)

Enterprise Application Support

• Application troubleshooting and production support
• Incident and service request management
• User access administration
• Integration and workflow troubleshooting
• Batch job monitoring and support

Administration & Support Tools

• ServiceNow or similar ITSM tools
• Microsoft 365 Admin Center
• Power Platform Admin Center
• Microsoft Entra Admin Center
• Microsoft Purview (basic knowledge)
• PowerShell (basic to intermediate)
• Monitoring and reporting tools

Preferred Qualifications

• 38 years of experience in Application Support Production Support Service Desk or Enterprise Technology Support.
• Experience supporting Microsoft 365 and Power Platform environments.
• Experience supporting AI-enabled workplace solutions such as Microsoft Copilot.
• Optional experience or exposure to applications such as ADP Concur MIRO Legora Lucernex Palantir or other custom business applications.

Key Competencies

• Strong analytical and troubleshooting skills.
• Excellent customer service and stakeholder management abilities.
• Strong verbal and written communication skills.
• Ability to manage multiple priorities in a fast-paced support environment.
• Problem-solving mindset with attention to detail.
• Ability to work independently and collaboratively across technical and business teams.

Key Performance Indicators (KPIs)

• Incident Resolution SLA Compliance 95%
• Service Request Fulfillment SLA Compliance 95%
• First Contact Resolution Rate 70%
• User Satisfaction (CSAT) 4.5/5
• Application Availability Targets Achieved
• Timely Completion of Access Requests
• Reduction in Recurring Incidents
• Knowledge Base Contributions

Certifications

• Microsoft 365 Certified: Fundamentals (MS-900)
• Microsoft Power Platform Fundamentals (PL-900)
• Microsoft Power Platform Functional Consultant (PL-200)
• Microsoft Applied Skills: Copilot for Microsoft 365