Job Description:

Job Title : DIA Analyst – Digital Employee Experience (DEX)

Role Summary

The DIA Analyst is responsible for day-to-day monitoring, analysis, and optimization of Digital Employee Experience (DEX) across enterprise endpoints using platforms such as Nexthink and 1E. Working under the DIA Lead, the analyst transforms endpoint telemetry and experience data into actionable insights, supports proactive issue detection, and enables continuous improvement of employee digital experience.

Key Responsibilities

1. DEX Monitoring & Operations

• Monitor DEX dashboards, alerts, and experience scores across endpoints.
• Track health and performance of DEX platform components (Nexthink / 1E collectors, engines, and integrations).
• Perform daily health checks and operational validation of DEX tools.
• Identify anomalies, deviations, and early warning indicators affecting user experience.

2. Endpoint Telemetry Analysis

• Analyze endpoint telemetry including:
  • CPU, memory, disk, battery health
  • Boot, login, and application launch times
  • Application crashes, hangs, freezes
  • OS stability and patch compliance
• Identify recurring and systemic issues across devices, applications, and OS versions.
• Correlate telemetry data across device, application, OS, and network dimensions.

3. Experience Analytics & Insights

• Analyze DEX scores, trends, and sentiment indicators.
• Support root cause analysis (RCA) for experience degradation.
• Identify experience-impacting patterns affecting productivity and satisfaction.
• Translate data findings into clear insights and remediation recommendations.

4. Ticket & Data Correlation

• Correlate DEX insights with ITSM tickets (ServiceNow or equivalent).
• Identify:
  • Top experience drivers generating tickets
  • Opportunities for automation or shift-left
  • False-positive or avoidable incidents
• Support reduction of ticket volumes and MTTR.

5. Automation & Remediation Support

• Support DIA Lead and Automation Developers by:
  • Identifying automation candidates from telemetry data
  • Validating remediation effectiveness post-execution
  • Monitoring success and failure rates of automations
• Execute manual or semi-automated remediation actions where applicable.

6. Reporting & Service Reviews

• Prepare operational dashboards, reports, and service insights.
• Contribute to weekly and monthly service reviews.
• Maintain documentation including:
  • Runbooks
  • SOPs
  • Known error records
• Support audit and compliance reporting as required.

Technical Skills & Expertise

DEX Platforms

• Working knowledge of:
  • Nexthink (Infinity / Experience / Act / Engage – user level)
  • 1E (Tachyon, Experience Analytics, Automation – analyst level)
• Ability to navigate DEX data models, queries, and dashboards.

Endpoint & EUC Fundamentals

• Windows 10/11, macOS fundamentals
• Endpoint performance and stability concepts
• Basic understanding of:
  • Intune / SCCM / Jamf
  • Software deployments and patching
  • VDI (Citrix / VMware) concepts

Scripting & Automation (Good to Have)

• Basic PowerShell / Bash scripting
• Ability to read and validate automation scripts
• Understanding of alert thresholds and triggers

ITSM & Tooling

• ServiceNow (Incident, Problem – user/analyst level)
• Experience-to-ticket correlation workflows
• Reporting tools: Power BI, Excel, or equivalent

Process & Framework Knowledge

• ITIL fundamentals (Incident, Problem, Change)
• Operational run models and escalation paths
• Root Cause Analysis (RCA) methodologies
• Data-driven operational analysis

Soft Skills & Behavioral Competencies

• Strong analytical and problem-solving mindset
• Attention to detail and pattern recognition
• Ability to communicate insights clearly and concisely
• Curiosity and continuous learning attitude
• Team-oriented, collaborative working style
• Ability to follow defined processes and standards

Experience & Qualifications

• 3–6 years of experience in:
  • EUC operations
  • Digital Workplace
  • Endpoint support or analytics roles
• Hands-on experience with at least one DEX platform (Nexthink or 1E preferred)
• ITIL Foundation (preferred)
• Nexthink / 1E analyst-level certifications (nice to have)

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