RR-0410842 - Nexthink Analyst

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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