Senior Technical Specialist (DEX)

The Senior Technical Specialist is a pivotal role responsible for implementing and using digital employee experience (DEX) tool(s) to continuously measure and improve employee experience (EX) with technology and the evolution of our AI strategy. You will work on a range of strategic, highly visible projects with employee technology and adjacent functions, designing and implementing analytics and new operating models, which enable organisational transformation. You will drive the use of data-driven insights to support an AI-enabled workforce.

About the Role:

You’re a fit for the role of Senior Technical Specialist (DEX) if your background includes: 

As part of the core DEX team, manage the DEX life cycle:

• Assess needs and develop use cases.
• Build and maintain digital personas and journey maps.

• Measure and publish reports on DEX scores, including technology performance and adoption and employee sentiment.

• Monitor technology performance and adoption across enterprise technology.

• Integrate qualitative and quantitative data sources into effective data visualizations to assess digital employee satisfaction and engagement levels. 

• Leverage actionable insights and intelligence to understand causes of digital friction and optimise employee productivity.

• Act on insights in the form of automated self-healing or reinforcing employee behavioral change

• Iterate to continuously improve business outcomes.
• Integrate DEX tool sentiment functionality and measures into employee listening processes and tools.
• Partner with cross-functional teams to understand technology dependence and workflows; identify how DEX tools can monitor and proactively improve core business activities.
• Measure and set business outcomes, KPIs, experience-level agreements (XLAs) and objectives and key results (OKRs).
• Ensure that the most important enterprise technologies (devices and applications) are supported by the DEX tool.
• Stay up to date on best practices defined for the DEX tool.
• Leverage and mentor IT champions and enablement agents to communicate new capabilities and gather employee feedback.
• Align DEX strategy to promote workforce digital dexterity, agile approaches like continuous endpoint engineering and the elimination of administrative overhead through automation.
• Educate IT operations staff on technical skills and best practices related to DEX.

About you:

You're a fit for the role of Senior Technical Specialist (DEX) if your background includes:

• 6 to 10 years of experience within a large, complex and multinational organization.

• 5 years of experience implementing DEX tools to enable proactive endpoint management with associated analytics and automation.
• 5 years' experience with Database/Data Warehouse technologies such as RedShift, PostgreSQL or Snowflake

• Experience with structured data analytics and reporting platforms and data visualization tools (PowerBI or Tableau)

• Experience using automation and scripting tools and languages (e.g., PowerShell, Bash, Python).

• Experience with establishing a digital persona and journey mapping.
• Experience with standard IT operations frameworks (e.g., ITIL).

• Knowledge of machine learning/data science theory, techniques, and tools

• Working knowledge of:
  • ITSM platforms
  • Digital experience and network performance monitoring tools such as Nexthink
  • Desktop and application virtualization
  • Endpoint management and security tools
  • Identity and access management (IAM) tools
  • Microsoft Windows
  • Apple macOS
  • Microsoft 365 and Google Workspace
  • Generative AI (GenAI)
• Passionate about DEX and cognizant of the latest digital trends.
• Deployment, feature validation and maintenance.
• Configuration and customization.
• Alignment with business and IT requirements.
• Reporting and dashboards.

• Develop persona/role-based dashboards delivering actionable insights.
• DEX product roadmap planning and vendor relationship management.

• Integration with IT service management (ITSM) platforms, self-service catalog (ServiceNow), agentic capabilities, endpoint management and security tools.

• Create, publish and communicate knowledgebase articles related to the use of DEX tools and related automation/self-healing techniques.

• Integrate DEX into various IT processes (e.g., ITSM, SecOps, DevOps, IT operations management [ITOM], IT asset management [ITAM], etc.) to improve quality and stability of technology and services.

• Collaborate with employee technology engineering and IT security teams to support endpoint security and compliance, configuration, patching and vulnerability management processes.

• Collaborate with operations, asset management and procurement teams to optimize technology refresh life cycles based on consumption rather than time.

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What’s in it For You?

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