Position Summary
The Analyst, Digital Employee Experience (DEX) Operations & Analytics supports the End User Support & Productivity (EUSP) organization by leveraging data, analytics, reporting, and Digital Employee Experience technologies to improve employee experience, support effectiveness, and operational decision-making.
This role is ideal for a highly analytical, self-motivated individual who enjoys identifying trends, solving problems through data, and contributing to the evolution of modern support organizations. The Analyst will work closely with EUSP leadership, Technical Field Engineers (TFEs), Global Service Desk, engineering teams, and business stakeholders to transform operational and employee experience data into actionable insights that drive continuous improvement.
The role serves as a key contributor to EUSP's transition toward a more proactive, data-driven, and AI-enabled support model by identifying trends, measuring outcomes, supporting DEX platform initiatives, and helping prioritize opportunities that improve both employee experience and support efficiency.
This position will be on a Hybrid schedule with 3 days per week in the San Diego, CA or New York, NY office.
Job Responsibilities
DEX Platform Operations & Enablement
- Support the ongoing development and maturity of the DEX platform by helping manage enhancement requests, reporting needs, and use-case opportunities.
- Support the intake, documentation, prioritization, and tracking of DEX-related requests, including dashboards, investigations, alerts, campaigns, remote actions, workflows, and analytics requirements.
- Evaluate new DEX features, releases, library content, and capabilities to identify opportunities that support employee experience and operational improvements.
- Maintain inventories of DEX dashboards, investigations, automations, workflows, use cases, and related documentation.
- Support the champions in the adoption and best practice implementation of the DEX platform across the organization through the documentation of SOPs, knowledge transferring and training.
- Monitor platform utilization, adoption, data quality, coverage, and reporting effectiveness.
- Partner with technology teams, support organizations, and vendors to maximize the value of DEX capabilities across EUSP and other infrastructure departments in the organization.
DEX Analytics & Employee Experience Reporting
- Analyze endpoint, application, collaboration, device, and employee sentiment data to identify trends impacting employee productivity and technology experience.
- Develop and maintain DEX dashboards, investigations, NQL queries, DEX score reporting, and operational analytics.
- Establish experience baselines and monitor trends related to:
- Device health and reliability
- Startup and login performance
- Application performance and stability
- Microsoft Teams performance
- Connectivity and network experience
- Employee sentiment and experience indicators
- Correlate DEX data with ticketing, support, device, geography, and business-unit information to identify recurring experience patterns and opportunities for improvement.
- Identify operational insights and potential proactive support opportunities before employees submit support tickets.
- Conduct before-and-after analyses of technology changes, deployments, automations, and support initiatives to measure impact and effectiveness.
Ticket Auditing & Support Analytics
- Perform recurring reviews and audits of support tickets across EUSP support organizations.
- Analyze incidents, service requests, escalations, support trends, and recurring issues to identify improvement opportunities.
- Identify recurring support patterns, process inefficiencies, knowledge gaps, and opportunities for proactive remediation.
- Cross-reference ticket data against DEX insights to determine whether earlier detection, automation, self-service, or proactive communications could have reduced support effort.
- Produce recurring reports and recommendations focused on improving operational efficiency, user experience, and support effectiveness.
- Support Problem Management and Continuous Improvement efforts through data-driven analysis and reporting.
Dashboards, Reporting & Data Analysis
- Develop, maintain, and continuously improve operational, executive, and DEX-focused dashboards.
- Leverage SQL and reporting tools to analyze large datasets and transform findings into actionable insights.
- Support the creation and maintenance of:
- Operational KPI dashboards
- DEX performance reporting
- Trend and root-cause analyses
- Develop recurring reports highlighting service performance, employee experience, device health, support trends, and operational outcomes.
- Support reporting automation efforts that improve reporting accuracy, consistency, scalability, and efficiency.
- Partner with stakeholders to translate business requirements into effective data visualizations and reporting solutions.
DEX Platform Adoption & Utilization Reporting
- Track and report on DEX platform adoption, utilization, and feature engagement.
- Develop reporting that measures platform usage, dashboard utilization, investigation activity, campaign participation, and overall DEX program maturity.
- Analyze adoption trends and identify opportunities to improve engagement and platform value.
- Support measurement of business outcomes generated through DEX initiatives and platform investments.
- Produce recurring adoption scorecards for operational leaders and stakeholders.
Data Quality & Process Improvement
- Act as a steward for support reporting data quality by identifying opportunities to improve ticket categorization, data consistency, and reporting reliability.
- Identify gaps in data collection, operational processes, and reporting methodologies that limit effective analysis and decision-making.
- Support documentation of KPI definitions, data sources, reporting methodologies, and dashboard requirements.
- Analyze employee feedback, sentiment data, survey results, and support metrics to identify service improvement opportunities.
- Contribute recommendations that strengthen reporting capabilities, proactive support initiatives, and DEX program maturity.
- Maintain operational documentation, procedures, and reporting standards.
Executive Reporting & Operational Insights
- Support the creation of executive-level scorecards, presentations, and reporting packages.
- Translate technical and operational data into clear, leadership-ready insights and recommendations.
- Assist with operational reviews, business updates, quarterly reviews, and strategic reporting initiatives.
- Develop recurring reporting packages that highlight:
- Employee experience indicators
- Business value realization
- Present findings effectively to both technical and non-technical audiences.
Automation Opportunity Identification
- Analyze support data and DEX insights to identify opportunities for automation, self-service, and proactive support.
- Assist in documenting requirements and business cases for new automation and DEX initiatives.
- Support measurement of the effectiveness and business impact of implemented automation solutions.
- Track metrics such as ticket reduction, recurring issue elimination, proactive resolution opportunities, and support effort reduction.
- Collaborate with support and engineering teams to prioritize opportunities based on business impact, user experience improvements, and operational value.
- Other Duties as assigned
- Honesty, trustworthiness and ethical conduct are material requirements for the responsibilities outlined above
Required Qualifications
- Bachelor's degree or currently completing a degree in Computer Science, Data Analytics, Information Systems, Business Analytics, Economics, Engineering, or a related field.
- Strong analytical and problem-solving skills with the ability to identify trends, patterns, and opportunities within large datasets.
- Experience with SQL querying and data analysis.
- Experience creating dashboards, reports, or data visualizations.
- Strong Microsoft 365 skills, including Excel, PowerPoint, and Teams.
- Excellent written and verbal
