Digital Experience (XEC) Specialist

Job description

Role & respon Technical Skills • Handson 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 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 posttransformation improvements Automation & Proactive Remediation • Design and enable SysTrack automation workflows • Implement selfheal and proactive remediation use cases • Reduce incident volumes through automation Incident, Problem & CSI Enablement • Support L2/L3 teams with experiencedriven 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 SOPssibilities Preferred candidate profile Perks and benefits