Job Description

Role Overview

The XMO Automation Build Specialist is responsible for designing, developing, implementing, and maintaining automation solutions within the Experience Management Office (XMO). The role focuses on transforming experience insights and operational data into automated actions that proactively enhance the digital employee experience, reduce manual effort, increase operational efficiency, and support continuous improvement initiatives across the organization.

Key Responsibilities

1. Automation Design & Development

• Design and build automation solutions based on insights generated from XMO analytics and Digital Experience Monitoring (DEM) tools.
• Develop automation workflows, remediation actions, and rule-based processes that improve employee digital experience.
• Implement automation logic defined during XMO design and planning phases, including triggers, conditions, actions, and remediation flows.
• Translate business and operational requirements into scalable technical automation solutions.

2. Collaboration & Solution Delivery

• Collaborate closely with Experience Managers, DEM Tool SMEs, Data Analysts, and other stakeholders to validate automation opportunities and use cases.
• Participate in solution design discussions to ensure automation aligns with business objectives and user experience goals.
• Support cross-functional initiatives that leverage automation to improve service quality and operational efficiency.

3. Integration & Platform Enablement

• Support the integration of automation solutions with:
• DEM platforms (e.g., Nexthink, SysTrack)
• IT Service Management (ITSM) platforms
• Reporting and analytics solutions
• Ensure automation solutions interact effectively with supporting systems and data sources.

4. Testing, Monitoring & Optimization

• Implement, test, validate, and monitor automation solutions to ensure reliability, stability, and expected outcomes.
• Troubleshoot automation issues and perform root cause analysis when required.
• Continuously enhance and optimize existing automations based on performance metrics, feedback, and changing business needs.
• Ensure automation processes remain effective, scalable, and aligned with organizational standards.

5. Documentation & Reporting

• Document automation workflows, logic, dependencies, technical configurations, and implementation details.
• Maintain accurate technical and operational documentation.
• Support the monitoring and reporting of automation effectiveness through dashboards, analytics, and experience metrics such as XLAs.
• Contribute to knowledge sharing and best-practice documentation within the XMO team.

Requirements

Requirements

Experience & Qualifications

• Proven experience in automation development, automation engineering, workflow development, or related technical roles.
• Hands-on experience building and supporting automation workflows and process automation solutions.
• Experience working within IT Operations, IT Service Management (ITSM), Digital Workplace, or Experience Management environments.
• Demonstrated ability to translate functional and business requirements into technical automation solutions.
• Experience supporting automation initiatives throughout the full development lifecycle, from design through deployment and optimization.
• Understanding of digital employee experience and continuous improvement concepts.

Technical Skills

• Experience with automation workflows, orchestration tools, and rule-based automation logic.
• Knowledge of scripting and automation development practices.
• Experience integrating automation solutions with enterprise platforms and applications.
• Understanding of Digital Experience Monitoring (DEM) tools such as Nexthink and SysTrack.
• Familiarity with ITSM platforms and service management processes.
• Knowledge of system integrations, APIs, data flows, and automation triggers.
• Experience testing, validating, and troubleshooting automation solutions.
• Understanding of automation governance, operational controls, and change management processes.

Data Analysis & Reporting

• Strong data analysis and reporting capabilities.
• Experience working with operational data to identify automation opportunities.
• Proficiency in Microsoft Power BI for dashboard creation, reporting, and visualization.
• Ability to interpret metrics and performance data to evaluate automation effectiveness.
• Experience using data visualization techniques to communicate insights and outcomes.
• Understanding of experience metrics, KPIs, and XLAs.

Business Analysis & Problem Solving

• Strong business analysis skills with the ability to understand operational challenges and improvement opportunities.
• Excellent analytical and problem-solving capabilities.
• Ability to assess business requirements and design practical automation solutions.
• Strong attention to detail and commitment to quality and accuracy.
• Ability to perform root cause analysis and identify process optimization opportunities.

Collaboration & Communication

• Ability to work effectively within cross-functional teams.
• Strong stakeholder engagement and collaboration skills.
• Ability to communicate technical concepts clearly to both technical and non-technical audiences.
• Strong documentation and knowledge-sharing skills.
• Ability to manage multiple priorities in a dynamic environment.

Language Requirement

• English proficiency: B2 Level

Core Skills

• Business Analysis
• Experience Management
• Microsoft Power BI
• Data Analysis
• Reporting
• Data Visualization
• Automation
• English Communication Skills
• Workflow Development
• Process Improvement
• IT Service Management (ITSM)
• Technical Documentation
• System Integration
• Analytical Thinking
• Problem Solving
• Cross-Functional Collaboration