Job Description

What success looks like in this role:

Proactively gather, research, and analyze data from various sources, including Digital Experience Management tools, ServiceNow and SCCM etc., to gain insights and support decision-making processes. Collaborate with key Experience Leads to understand and capture business requirements related to the digital employee experience. Act as a bridge between technical and non-technical stakeholders, translating business requirements into technical specifications and vice versa. Participate in cross-functional teams and contribute to the implementation of proactive measures and enhancements to improve the overall employee experience. Act as a subject matter expert on digital employee experience tools, providing guidance and support to Experience Leads and other team members. Drive collaboration with automation team, providing clear requirements and guidance for developing effective automation scripts and tools. Work closely with the automation team to design and implement remediation strategies and automation solutions that address identified challenges and gaps. Take ownership of the testing process by creating comprehensive test scenarios, executing tests, and ensuring successful outcomes of remediation and automation initiatives. Develop and maintain documentation, including workflows, processes, and standard operating procedures, to ensure consistency and knowledge sharing within the team. Collaborate with Experience Leads and other stakeholders to measure the impact of remediation and automation efforts, gather feedback, and identify areas for continuous improvement. Assist in the preparation and presentation of monthly Experience Level Reports (XLR) to customers, highlighting insights and recommendations for improving the digital employee experience. Stay updated on emerging technologies, industry trends, and best practices in digital employee experience, business analytics, and technical troubleshooting. Identify opportunities for process improvements within the proactive engineering team, collaborating with automation team to implement efficient workflows and tools.
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You will be successful in this role if you have:

Bachelor's degree in a relevant field, such as Business Administration, Computer Science, or a related discipline. Proven experience in business analysis, data analysis, or a similar role, with a strong focus on improving the digital experience. Strong analytical and critical thinking skills, with the ability to identify patterns, trends, and areas for improvement based on data analysis. Good understanding of Digital Experience Management tools and platforms, with the ability to troubleshoot basic technical issues. Proficiency in Excel and PowerPoint is a must. Excellent communication and interpersonal skills, with the ability to effectively collaborate with stakeholders at various levels. Detail-oriented mindset, with a commitment to delivering high-quality results and ensuring accuracy in analysis and documentation. Ability to work independently, manage multiple tasks and priorities, and meet deadlines in a fast-paced environment. Endpoint troubleshooting experience with Windows and/or MAC.

Value Add

Knowledge of PowerBI and ADO would be a plus. Proficiency with Nexthink would be a plus. SCCMIntuneJAMF knowledge would be a plus. Knowledge of scripting languages or programming skills would be a plus.
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