Role Overview
The Analytics DEM Specialist is responsible for analyzing and interpreting data from Digital Experience Monitoring (DEM) platforms to provide actionable insights into digital employee experience, endpoint performance, and application health. The role supports proactive IT operations, service improvement initiatives, and data-driven decision-making across IT delivery and Experience Management Office (XMO) functions.
Key Responsibilities
Analyze and interpret data collected from DEM tools such as Nexthink and SysTrack.
Monitor device performance, application usage, endpoint health, and overall user experience.
Design, develop, and maintain dashboards, reports, and analytics views for various stakeholders.
Identify trends, performance issues, anomalies, and root causes affecting digital employee experience.
Provide actionable recommendations to improve user satisfaction and IT service quality.
Support Incident, Problem, and Change Management processes through data-driven insights.
Collaborate with Service Delivery, Workplace, Infrastructure, and ITSM teams to define analytics requirements and use cases.
Translate complex technical data into clear business-focused reports and presentations.
Support Experience Level Agreement (XLA) measurement, reporting, and continuous improvement initiatives.
Identify opportunities for automation, optimization, and operational efficiency improvements.
Ensure the accuracy, consistency, and quality of reporting data.
Maintain documentation related to dashboards, analytics methodologies, KPIs, and reporting processes.
Participate in regular service review meetings and present key findings and recommendations.
Monitor user experience trends and proactively highlight potential risks before they impact business operations.
Requirements
Experience
Proven experience working with Digital Experience Monitoring (DEM) platforms such as Nexthink, SysTrack, or similar solutions.
Experience in data analysis, reporting, and visualization within IT operations or digital workplace environments.
Hands-on experience building and maintaining dashboards and reporting solutions.
Experience supporting service improvement and operational excellence initiatives.
Technical Skills
Strong analytical and problem-solving skills.
Hands-on experience with reporting and visualization tools such as Nexthink Dashboards and Power BI.
Good understanding of Digital Workplace technologies, endpoint environments, and application performance monitoring.
Ability to analyze large datasets and identify meaningful insights and trends.
Understanding of key digital experience metrics and performance indicators.
Familiarity with data-driven decision-making methodologies.
Communication & Stakeholder Management
Ability to communicate technical findings to both technical and non-technical audiences.
Strong stakeholder management and relationship-building skills.
Excellent presentation, documentation, and reporting capabilities.
Ability to work effectively in cross-functional and multicultural environments.
Nice to Have
Experience working within an Experience Management Office (XMO) environment.
Knowledge of ITSM processes including Incident, Problem, and Change Management.
Experience with automation, APIs, scripting, or advanced analytics capabilities within DEM platforms.
Familiarity with Experience Level Agreements (XLAs) and Digital Employee Experience (DEX) frameworks.
Exposure to Service Management reporting and operational KPI tracking.
Experience supporting workplace transformation or end-user experience improvement programs.
Core Competencies
Data Analysis
Reporting & Dashboarding
User Experience Analytics
Problem Solving
Automation & Process Improvement
Stakeholder Management
Business Communication
English Proficiency (B2 or above)
