MicrosoftCopilotOperations&SupportAnalyst

McKesson is an impact-driven, Fortune 10 company that touches virtually every aspect of healthcare. We are known for delivering insights, products, and services that make quality care more accessible and affordable. Here, we focus on the health, happiness, and well-being of you and those we serve – we care. What you do at McKesson matters. We foster a culture where you can grow, make an impact, and are empowered to bring new ideas. Together, we thrive as we shape the future of health for patients, our communities, and our people. If you want to be part of tomorrow’s health today, we want to hear from you. The Microsoft Copilot Operations Analyst at McKesson is responsible for the day-to-day support, operations, and continuous management of enterprise Copilot capabilities. This role focuses on ensuring a reliable and high-quality user experience for Microsoft 365 Copilot, Copilot agents, and related AI-powered tools by managing user support, resolving issues, monitoring system performance, and maintaining operational processes. The analyst will also contribute to enablement, feature testing, and governance efforts, supporting the broader rollout and evolution of Copilot across the enterprise. **Key Responsibilities** **Support & Day-to-Day Operations (Primary Focus)** * Provide L1/L2 support for Copilot-related issues, including troubleshooting prompt errors, access issues, incorrect outputs, and integration challenges. * Manage Copilot support channels, shared mailboxes, and ticket queues, ensuring timely triage, response, and resolution. * Monitor Copilot service health, incidents, and system performance across Microsoft 365 platforms. * Handle incident management and escalation, coordinating with engineering teams and Microsoft support as needed. * Conduct Copilot office hours, live support sessions, and user assistance workshops. * Develop and maintain knowledge base content, FAQs, and troubleshooting guides. * Support ongoing day-to-day operational needs, ensuri