Digital Experience ( XEC)

Job description

Job Requirements- Technical Skills Hands on expertise in: SysTrack agent deployment, telemetry, and analytics Cognix for Workspace use case implementation Experience scoring (device, application, user sentiment)

Strong skills in: Dashboard creation and analytics interpretation Automation via SysTrack (scripts, triggers, remediation)

Root cause identification using experience data

• Familiarity with: Windows & macOS EUC environments Intune / SCCM ecosystem (integration and data correlation) Working knowledge of ITSM tools (ServiceNow preferred) Process & Enterprise Skills ITIL awareness (Incident, Problem, Continual Improvement) Experience supporting transformation programs
• Ability to translate technical insights into business outcomes Key Responsibilities* Digital Experience Platform Implementation
• Deploy and configure SysTrack and Cognix components Onboard endpoints and validate telemetry collection
• Implement value builders and agreed experience use cases

Experience Analytics & Dashboarding

• Build and maintain experience dashboards: Device Health & Performance Application Experience User Productivity & Sentiment
• Provide actionable insights for operations and leadership
• Track baseline vs post transformation improvements

Automation & Proactive Remediation

• Design and enable SysTrack automation workflows
• Implement self heal and proactive remediation use cases
• Reduce incident volumes through automation Incident, Problem & CSI Enablement Support L2/L3 teams with experience driven RCA Identify recurring experience degraders Feed insights into CSIP and transformation roadmaps Governance, Reporting & Transformation Support Align experience metrics with SLAs / XLAs Support POVs, pilots, and hypercare phases
• Document use cases, outcomes, and SOPs </p

Qualifications

BACHELOR OF ENGINEERING