Collaboration Ops Support Lead M365 (Copilot and Viva)

Job description

**The position is described below.

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Send an email to Accessibility (careers@truist.com?subject=Accommodation%20request)_
_(accommodation requests only; other inquiries won't receive a response)._

**Regular or Temporary:**

Regular

**Language Fluency:** English (Required)

**Work Shift:**

1st shift (United States of America)

**Please review the following job description:**

As part of the Copilot and Viva Operational Support team, you will provide day-to-day support for Copilot M365 and Viva deployments, ensuring smooth onboarding, issue resolution, and user enablement.

You will serve as the first line of support for Copilot and Viva-related inquiries and help drive adoption through proactive engagement.

**ESSENTIAL DUTIES AND RESPONSIBILITIES**
Following is a summary of the essential functions for this job.

Other duties may be performed, both major and minor, which are not mentioned below.

Specific activities may change from time to time.

1.

Provide Tier 1 & 2 support within SLA for Viva and Copilot.

2.

Collaborate with Product Manager to maintain user documentation.

3.

Interpret and analyze data to identify improvements and influence decision making (continuous process improvement, post-mortem analysis,etc).
4.

Coordinate with vendor as well as internal teams to escalate and resolve technical issues.

Support training sessions, office hours, and user community with end users.

Assist in license management and required service catalog changes.

Stay current with emerging AI technologies and Microsoft roadmap updates.

**QUALIFICATIONS**

**Required Qualifications - Software Engineer**
The requirements listed below are representative of the knowledge, skill and/or ability required.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
1.

Bachelor’s Degree and six to ten years of experience or equivalent education and software engineering training or experience

2.

In-depth knowledge in information systems and ability to identify, apply, and implement best practices
3.

Understanding of key business processes and competitive strategies related to the IT function
4.

Ability to plan and manage projects and solve complex problems by applying best practices
5.

Ability to provide direction and mentor less experienced teammates.

Ability to interpret and convey complex, difficult, or sensitive information

**Required Qualifications - Collaboration Lead**
The requirements listed below are representative of the knowledge, skill and/or ability required.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
1.

Bachelor's degree in a business or IT field, or equivalent education and related training
2.

Five years of experience managing in an IT environment
3.

Five years of experience implementing and supporting large scale web/middleware solutions
4.

Excellent written and verbal communication skills
5.

Demonstrated proficiency in learning and applying technical concepts
6.

Ability to successfully interact with all levels of management across all lines of business and negotiate complex technical issues
7.

Demonstrated proficiency in basic computer applications, such as Microsoft Office software products

**Preferred Qualifications:**
1.

Experience with M365 platform (Teams, Viva, Power Platform)
2.

Excellent Communication skills

3.

Banking or financial services experience.

**OTHER JOB REQUIREMENTS / WORKING CONDITIONS**

**Sitting**
Constantly (More than 50% of the time)
**Standing**
Occasionally (Less than 25% of the time)
**Walking**
Occasionally (Less than 25% of the time)
**Visual / Audio / Speaking**
Able to access and interpret client information received from the computer and able to hear and speak with individuals in person and on the phone.
**Manual Dexterity / Keyboarding**
Able to work standard office equipment, including PC keyboard and mouse, copy/fax machines, and printers.
**Availability**
Able to work all hours scheduled, including overtime as directed by manager/supervisor and required by business need.
**Travel**
Minimal and up to 10%

**General Description of Available Benefits for Eligible Employees of Truist Financial Corporation:** All regular teammates (not temporary or contingent workers) working 20 hours or more per week are eligible for benefits, though eligibility for specific benefits may be determined by the division of Truist offering the position.

Truist offers medical, dental, vision, life insurance, disability, accidental death and dismemberment, tax-preferred savings accounts, and a 401k plan to teammates.

Teammates also receive no less than 10 days of vacation (prorated based on date of hire and by full-time or part-time status) during their first year of employment, along with 10 sick days (also prorated), and paid holidays.

For more details on Truist’s generous benefit plans, please visit our Benefits site (https://benefits.truist.com/)
.

Depending on the position and division, this job may also be eligible for Truist’s defined benefit pension plan, restricted stock units, and/or a deferred compensation plan.

As you advance through the hiring process, you will also learn more about the specific benefits available for any non-temporary position for which you apply, based on full-time or part-time status, position, and division of work.

**_Truist is an Equal Opportunity Employer that does not discriminate on the basis of race, gender, color, religion, citizenship or national origin, age, sexual orientation, gender identity, disability, veteran status, or other classification protected by law.

Truist is a Drug Free Workplace._**

EEO is the Law (https://www.eeoc.gov/sites/default/files/2022-10/EEOC_KnowYourRights_screen_reader_10_20.pdf)
Pay Transparency Nondiscrimination Provision (https://www.dol.gov/sites/dolgov/files/OFCCP/pdf/pay-transp_%20English_formattedESQA508c.pdf)
E-Verify (https://e-verify.uscis.gov/web/media/resourcesContents/E-Verify_Participation_Poster_ES.pdf)

Required Skill Profession

Other General