With more than 45,000 employees and partners worldwide, the Customer Experience and Success (CE&S) organization is on a mission to empower customers to accelerate business value through differentiated customer experiences that leverage Microsoft’s products and services, ignited by our people and culture. We drive cross-company alignment and execution, ensuring that we consistently exceed customers’ expectations in every interaction, whether in-product, digital, or human-centered. CE&S is responsible for all up services across the company, including consulting, customer success, and support across Microsoft’s portfolio of solutions and products. Join CE&S and help us accelerate AI transformation for our customers and the world. Within CE&S, the Customer Service & Support (CSS) organization builds trust and confidence for every person and organization through delivering a seamless support experience. In CSS, we are powered by Microsoft’s AI technology to help consumers, businesses, partners, and more, resolve their issues quickly and securely, helping prevent future problems from occurring and achieving more from their Microsoft investment. Are you passionate about helping customers adopt Microsoft 365 products and making a global impact? Do you have a desire to envision, evangelize, and execute innovative approaches to solve problems across people, processes, and technology? Are you most effective working side by side with a team of driven technology and business professionals? We are the FastTrack Team. A diverse group of passionate technology professionals driven to help our customers realize high value from their Microsoft investment. Focused on driving Copilot growth and the required security posture at scale with customers, FastTrack plays a primary worldwide role in executing this strategy at scale across our customers and partners while working side by side the Field and Customer Success Unit along with multiple Microsoft engineering, data analysis, marketing, sales, support, and operational teams. This role is flexible in that you can work up to 100% from home. Microsoft’s mission is to empower every person and every organization on the planet to achieve more. As employees we come together with a growth mindset, innovate to empower others and collaborate to realize our shared goals. Each day we build on our values of respect, integrity, and accountability to create a culture of inclusion where everyone can thrive at work and beyond. **Responsibilities** **Job Description:** As a Business Transformation Specialist, you will be responsible for helping customers identify and redesign internal business processes, while architecting and enabling solutions leveraging Microsoft 365 Copilot, Generative AI, and extensibility solutions. This role requires both technical depth in Microsoft 365 architecture, knowledge of business process mapping, change management practices and strong communication skills to help customers reimagine their business process while also being able to articulate solution benefits to non-technical stakeholders. You will work closely with account teams to establish yourself as a trusted advisor for clients at the early stages of their digital transformation journey. + Documenting and Analyzing Business Processes: Document and analyze current business processes and workflows. Continuously identify areas for improvement using customer learnings/feedback and propose new processes leveraging Microsoft 365 Copilot, Generative AI, and Copilot Extensibility solutions. + Facilitating Envisioning Workshops: Facilitate workshops and provide detailed input into project plans. Conduct gap analysis to identify opportunities for process improvement and redesigned workflows. + Solution Design: Design high-level architectures for Microsoft 365 Copilot, Generative AI, and Copilot Extensibility solutions, showcasing the potential for productivity enhancements and operational efficiencies. Collaborate with internal teams to create solutions and documentation that highlight the value of M365 Copilot. + Build Strategy for M365 Copilot: Provide strategic, technical, and partner input based on Microsoft capability at the account level. Leverage knowledge of partners, open-source solutions, and competitors of M365 Copilot. Deliver core competitive knowledge back to engineering teams to enhance M365 Copilot capabilities and develop compete strategies. + Product Demonstrations and Proof of Concept (PoC): Develop live demos of Microsoft 365 Copilot capabilities and custom extensibility solutions. Customize demo environments to demonstrate specific use cases, helping potential clients visualize the benefits of Microsoft 365 Copilot in their unique business context. + Technical Solution Alignment and Readiness: Stay up-to-date with Microsoft’s advancements in Copilot, Generative AI, and extensibility, advising both clients and internal teams on the latest capabilities. Work closely with the FastTrack delivery team to ensure solution feasibility, scalability, and alignment with the client’s existing architecture and technology stack. Identify potential technical risks and challenges, collaborating with internal experts to propose mitigations and solutions. + Thought Leadership: Participate in industry events, webinars, and workshops as a leader in Microsoft 365 Copilot and Generative AI solutions. Contribute to knowledge-sharing initiatives, creating white papers, case studies, and best practices that demonstrate the value of Microsoft 365 Copilot. + Leverage Partner Ecosystem: Act as the liaison between the partner and team, facilitating partner resources and processes. Identify M365 Copilot skills and resource gaps, providing feedback to internal teams. + Deliver Results in an Environment of Ambiguity: Navigate and deliver results in a dynamic and evolving environment. + Embody Our Culture and Values: Uphold and promote our organizational culture and values. **Qualifications** + Consulting and Business Process Skills: Proven ability to engage clients, understand their needs, and translate them into innovative technical solutions. Skilled in documenting and analyzing current business processes and workflows to drive key business outcomes. + Analytical and Data-Driven Decision Making: Strong capability to create compelling business cases that demonstrate ROI and strategic value, with experience in product-led growth, experimentation, and data-informed strategies. + Technical Expertise: Deep knowledge of Microsoft 365, Copilot extensibility, Azure AI, Microsoft Graph API, and Power Platform, with a focus on delivering scalable and impactful solutions. + Communication and Storytelling: Ability to clearly convey complex technical details to leadership and decision-makers, while effectively communicating value through storytelling and historical context. + Influence and Relationship Management: Skilled at garnering support for initiatives by inspiring trust and confidence, and driving change in highly matrixed environments through strong collaboration. + Strategic Thinking and Challenger Mindset: Demonstrated critical thinking and intellectual curiosity, with the ability to teach, tailor, and take control of the technical sales process to challenge conventional thinking. **Education/Experience:** **Required/Minimum Qualifications** + Bachelor's Degree in Engineering, Business, or related field AND 4+ years process management, process execution, process optimization, or related experience + OR Master's Degree in Engineering, Business, or related field AND 2+ years process management, process execution, process optimization, or related experience + OR equivalent experience. + Consulting Experience: Proven ability to engage clients, understand their needs, and translate them into innovative technical solutions, applying competitive analysis and market insights, that drive key business outcomes. Strong presentation, demonstration, and communication skills. **Additional** **or Preferred Qualifications** + Bachelor's Degree in Engineering, Business, or related field AND 8+ years process management, process execution, process optimization, or related experience (e.g., data analytics) + OR Master's Degree in Engineering, Business, or related field AND 6+ years process management, process execution, process optimization, or related experience (e.g., data analytics) + OR equivalent experience + Lean, Business Process Management Professional, Change Management (e.g., Prosci), Six Sigma, and/or Agile certifications and/or PMP preferred. + 3+ years of experience and proficiency in process improvement and design + 3+ years of experience applying rigorous critical thinking to break down complex processes to identify improvement opportunities **Citizenship & Citizenship Verification:** This position requires verification of Australian citizenship due to citizenship-based legal restrictions. Specifically, this position supports United States federal, state, and/or local Australian government agency customers and is subject to certain citizenship-based restrictions where required or permitted by applicable law. To meet this legal requirement, citizenship will be verified via a valid passport. **Security Clearance Requirements:** Ability to meet Microsoft, customer and/or government security screening requirements are required for this role. These requirements include but are not limited to the following specialized security screenings: Microsoft Cloud Background Check: This position will be required to pass the Microsoft Cloud background check upon hire/transfer and every two years thereafter. Microsoft is an equal opportunity employer. Consistent with applicable law, all qualified applicants will receive consideration for employment without regard to age, ancestry, citizenship, color, family or medical care leave, gender identity or expression, genetic information, immigration status, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran or military status, race, ethnicity, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable local laws, regulations and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application process, read more about requesting accommodations (https://careers.microsoft.com/v2/global/en/accessibility.html) .