Collaboration Ops Support Lead - M365 (Copilot and Viva)

Job Opportunity

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.

• Provide Tier 1 & 2 support within SLA for Viva and Copilot.
• Collaborate with Product Manager to maintain user documentation.
• Interpret and analyze data to identify improvements and influence decision making (continuous process improvement, post-mortem analysis, etc).
• 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

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.

• Bachelor's degree in a business or IT field, or equivalent education and related training
• Five years of experience managing in an IT environment
• Five years of experience implementing and supporting large scale web/middleware solutions
• Excellent written and verbal communication skills
• Demonstrated proficiency in learning and applying technical concepts
• Ability to successfully interact with all levels of management across all lines of business and negotiate complex technical issues
• Demonstrated proficiency in basic computer applications, such as Microsoft Office software products

Preferred Qualifications

• Experience with M365 platform (Teams, Viva, Power Platform)
• Excellent Communication skills
• 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. 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.