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About Alvarez & Marsal

Alvarez & Marsal (A&M) is a global consulting firm with entrepreneurial, action and results-oriented professionals. We take a hands-on approach to solving our clients' problems and assisting them in reaching their potential. Our culture celebrates independent thinkers and doers who positively impact our clients and shape our industry. The collaborative environment and engaging work—guided by A&M's core values of Integrity, Quality, Objectivity, Fun, Personal Reward, and Inclusive Diversity—are why our people love working at A&M.

The Team

The hourly Contractor that provides operational execution across M365 governance, platform administration, L3 support, and strategic project delivery for Alvarez & Marsal’s Microsoft Enterprise Solutions Team. This role works across a 14,000+ user global M365 tenant spanning 20+ geographic locations, executing BAU operations, resolving L3 escalations, building knowledge base documentation, and contributing to strategic projects under the direction of Microsoft Enterprise Solutions leadership.

How you will contribute

L3 Ticket Resolution & Escalation Triage

• Resolve routine L3 tickets independently where SOPs or documented procedures exist
• For tickets without established SOPs, investigate, gather context, and attempt resolution based on M365 platform knowledge escalating to leadership when technical complexity, licensing decisions, or business engagement is required
• Sort and route incoming escalations from L1/L2
• Monitor aged ticket queues

Knowledge Capture & Documentation

• Systematically document tribal knowledge and ticket resolutions as ServiceNow KB articles and internal SOPs
• Expand the existing documentation foundation
• Reduce L1/L2 escalation volume by closing knowledge gaps across the full M365 platform including Power Platform, Copilot Studio, SharePoint, Teams, AvePoint, licensing processes, and governance procedures

BAU Governance & Administration

• Actively work governance items across the M365 Workstream Tracker, the M365 Governance SharePoint list, and the Power Platform & Copilot Governance SharePoint list including researching, developing plans, creating documentation, and implementing changes once peer-reviewed by pillar leads and approved through change board, under Janine and Moussa’s guidance
• Monitor and action AvePoint governance operations
• Monitor Purview governance tasks
• Monitor the Microsoft Message Center for new features and capabilities rolling out to the tenant, assess impact, and provide recommendations to leadership for action decisions
• Monitor the Microsoft Health Center for service outages, assess impact, and provide recommendations to leadership
• Coordinate ITAM license reservations
• Monitor tenant storage trends and escalate to leadership when a purchase decision is needed

Strategic Project Support

• Provide execution support on strategic projects as directed by leadership researching, gathering data, coordinating tasks, tracking action items, and executing implementation steps as assigned
• Projects are dynamic and frequently arise; this role contributes to any project the MICROSOFT ENTPRISE SOLUTIONS team is engaged in

Qualifications

• M365 platform administration experience across SharePoint Online, Teams, OneDrive, Exchange, and Power Platform in a large enterprise environment (10,000+ users preferred)
• Power Platform administration including Power Apps, Power Automate, Copilot Studio, DLP policies, and environment provisioning
• AvePoint Cloud Governance experience or similar workspace lifecycle management tooling
• Microsoft Purview familiarity DLP, Sensitivity Labels, Retention Policies
• Entra ID (Azure AD) working knowledge security groups, dynamic groups, app registrations
• ServiceNow ticket management and KB article authoring
• Strong documentation skills ability to create SOPs, technical procedures, and knowledge base articles that are clear and actionable for L1/L2 audiences
• Excel proficiency for tracker maintenance, data analysis, and reporting
• Ability to independently investigate and troubleshoot M365 platform issues, assess impact, and formulate recommendations
• Strong written communication this role communicates via email, Teams, and ServiceNow with stakeholders across global BUs
• Ability to work asynchronously with a US-based team, with some overlap hours required
• Multi-geo M365 tenant experience is a plus