Microsoft 365 Enterprise Solutions Engineer

About the role

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. This hourly Contractor role provides operational execution across M365 governance, platform administration, L3 support, and strategic project delivery for A&M’s Microsoft Enterprise Solutions Team, working across a 14,000+ user global M365 tenant spanning 20+ geographic locations.

Responsibilities

• 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 and approved.
  • 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, including researching, gathering data, coordinating tasks, tracking action items, and executing implementation steps.
  • Contribute to dynamic projects as they arise within the Microsoft Enterprise Solutions team.

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 for interacting with stakeholders across global business units via email, Teams, and ServiceNow.
• Ability to work asynchronously with a US-based team, with some overlap hours required.
• Multi-geo M365 tenant experience is a plus.

Benefits

We prioritize your well-being, providing benefits and resources to support you on your personal journey. Our people consistently highlight the growth opportunities, our unique, entrepreneurial culture, and the fun we have together as their favorite aspects of working at A&M. Fixed term employees are not eligible to participate in Alvarez & Marsal’s fringe benefits programs.

Pay

The hourly rate is $60-$70 per hour.