Description

You will lead proactive servicing initiatives by integrating digital end-user experience tools with ITSM workflows to monitor device health and correlate data with incident trends.

This role is remote.

Responsibilities

• Monitor device and application health using Nexthink dashboards to detect performance degradation.
• Correlate Nexthink data with ServiceNow incident trends to recommend remediation actions.
• Define and track Experience Level Agreements (XLAs) and experience KPIs.
• Align Nexthink insights with ServiceNow dashboards, reporting, and real-time experience data.

Required Skills

• 5+ years of experience in infrastructure or proactive servicing roles.
• Expertise with Nexthink and Digital End User Experience tools.
• Deep knowledge of the ServiceNow platform, including ITSM, Employee Center, and Virtual Agent.
• Experience with ServiceNow Flow Designer, Reporting, and Now Assist AI features.
• Hands-on experience with Nexthink Actions.
• Proficiency in scripting with PowerShell and Python.
• Experience using digital experience monitoring tools such as Dynatrace, Riverbed, or Eternity.
• Ability to analyze sentiment surveys and behavioral patterns.

Preferred Skills

• Experience with ServiceNow AI features and automation platforms.

Key Skills

Education

Any Graduate