Digital Experience Monitoring (DEM) Tool Subject Matter Expert (SME)

Job Description

The Digital Experience Monitoring (DEM) Tool Subject Matter Expert (SME) within the Experience Management Office (XMO) is responsible for the expert-level administration, optimization, and utilization of Digital Experience Monitoring tools such as SysTrack and Nexthink. The role focuses on monitoring and enhancing employee digital experiences by collecting, analyzing, and interpreting performance data, identifying issues affecting user experience, and providing actionable insights to improve productivity, service quality, and user satisfaction.

Key Responsibilities

1. DEM Tool Management & Optimization

• Configure, administer, and optimize DEM tools such as SysTrack and Nexthink.
• Fine-tune monitoring configurations to capture relevant data on user interactions, application performance, system health, and digital workplace experience.
• Ensure DEM platforms are operating efficiently and delivering accurate, reliable data.

2. Monitoring & Data Analysis

• Continuously monitor digital experiences across the organization.
• Collect and analyze performance data to identify trends, anomalies, and potential issues.
• Evaluate IT service performance from the end-user perspective.
• Detect patterns that may impact user productivity, satisfaction, or service quality.

3. Reporting & Insights

• Develop and maintain reports, dashboards, and analytics views related to digital experience metrics.
• Provide insights into system responsiveness, application performance, user behavior, and overall digital workplace health.
• Present findings and recommendations to the XMO Experience Manager and relevant stakeholders.
• Support data-driven decision-making through meaningful reporting and analysis.

4. Knowledge Sharing & Collaboration

• Assist XMO team members in understanding data generated from DEM platforms.
• Explain relationships between DEM data and other operational or business datasets.
• Collaborate with cross-functional IT teams to maximize the value of monitoring and analytics capabilities.
• Support experience improvement initiatives through data-driven insights.

5. Continuous Improvement & Innovation

• Stay up to date with emerging technologies, platform enhancements, and industry best practices.
• Contribute to the continuous improvement of monitoring capabilities and digital experience management practices.
• Identify opportunities to improve visibility, analytics, and operational effectiveness through DEM tools.

Requirements

Requirements

Technical Knowledge & Platform Expertise

• In-depth knowledge of the SysTrack and/or Nexthink suite, including:
• SysTrack Workspace Analytics
• SysTrack Cloud
• Nexthink Infinity
• Nexthink Amplify
• Nexthink Flow
• Related platform components
• Experience administering and optimizing DEM platforms in enterprise environments.
• Adherence to security best practices to ensure the confidentiality and integrity of monitoring data.
• Experience integrating SysTrack and/or Nexthink with other systems and tools.

Automation & Scripting

• Advanced proficiency in PowerShell scripting.
• Strong knowledge of automation frameworks and automation practices.
• Experience designing, implementing, and managing automated workflows across IT environments.
• Ability to streamline repetitive tasks through automation while ensuring consistency, reliability, and scalability.
• Experience identifying, evaluating, and implementing automation opportunities.

Infrastructure & Systems Administration

• Proficiency in administering Windows Server and/or Windows desktop operating systems.
• Understanding of enterprise IT infrastructure and endpoint management environments.

Data Management & Analysis

• Strong SQL skills for database management and data analysis.
• Ability to collect, analyze, and interpret performance and experience data.
• Experience producing reports, dashboards, and analytical insights.

Solution Design & Problem Solving

• Demonstrated experience in solution design and architecture.
• Excellent troubleshooting and problem-solving skills.
• Ability to investigate issues, determine root causes, and recommend effective solutions.

Documentation & Collaboration

• Strong documentation skills for maintaining configurations, procedures, and issue resolution records.
• Effective communication and collaboration skills within cross-functional teams.
• Ability to communicate technical findings and recommendations clearly to stakeholders.

Language Requirement

• English proficiency: B2 Level

Core Skills

• Problem Solving
• User Experience
• Data Analysis
• Reporting
• Automation