Job Description
This job is located in Charlotte, North Carolina. Remote work is considered.
We are expanding our DEX-Ops (Digital Employee Experience Operations) Team with a highly technical Business Systems Analyst Senior who will serve as our next Digital Platform Developer. This role is essential to accelerating our transformation from reactive IT support toward a proactive, preventative, and ultimately strategic Digital Employee Experience (DEX) capability.
You'll collaborate with a small, high-impact team focused on reducing digital friction, improving IT efficiency, empowering support teams, and enabling predictive and self-healing digital operations across the enterprise. Your work will directly enhance how employees interact with technology every day - from device performance to workflow automation to intelligent experience insights.
If you love building tools, shaping data, automating the tedious, and connecting technical improvements to meaningful business outcomes, this role is for you.
Why This Role Matters
Our DEX-Ops program is driving a multi-year maturity journey:
Reactive+ → Proactive → Preventative → Strategic
We are building the workflows, automations, remote actions, AI-driven insights, dashboards, and integrations that enable IT to shift from:
• Fixing tickets → Preventing disruption
• Measuring SLAs → Measuring productivity & sentiment
• Isolated tools → Integrated, data-driven operations
• Reactive support → Proactive & preventative improvement
The Digital Platform Developer is the technical engine behind this evolution - creating the digital assets, automations, and experience insights that power a modern, friction-free digital workplace.
What You'll Do
Develop and Enhance DEX Platform Capabilities
• Design, build, and maintain Nexthink Remote Actions using PowerShell to support automation, troubleshooting, self-healing, and proactive device management
• Develop Nexthink Live Dashboards and visualizations that empower Service Desk, Field Support, EUC, and Engineering teams
• Customize platform content such as metrics, campaigns, scores, packages, and experience insights
• Ensure configuration, data consistency, and standardization across the DEX platform
Build Predictive, Proactive, and Preventative Solutions
• Engineer automations that reduce digital friction and resolve issues before employees notice them
• Implement data-driven workflows that improve device health, performance, and endpoint stability
• Support the shift toward agentic AI, intelligent automation, and self-healing capabilities
Integrate Data, Systems, and Workflows
• Develop and maintain integrations between Nexthink and ServiceNow (including CMDB alignment, incident enrichment, workflow triggers, and automation orchestration)
• Build connectors or scripts to integrate log, telemetry, and endpoint data across systems
• Improve visibility into employee experience trends through analytics and dashboards
Support Enterprise DEX Initiatives
• Partner with Service Desk, Field Services, EUC, Networking, and other IT Ops teams to identify high-impact experience problems to automate or eliminate
• Provide technical enablement and training on platform capabilities
• Participate in DEX operational rhythms such as monthly reviews, maturity improvement sprints, and experience scorecard creation
Who You'll Work With
You'll be a member of a highly capable, lean DEX-Ops team composed of:
• A Senior IT Manager of Digital Workplace Services
• A Principal DEX Business Analyst for Digital Workplace Services
• You - the Digital Platform Developer focused on technical building, automation, integrations, and data-driven improvements
You will also partner closely with:
• Service Desk
• Field Support
• EUC Engineering
• Networking & Infrastructure
• Cybersecurity
• ITSM / ServiceNow teams
• Business sector IT leaders
This role is highly collaborative - developing solutions used across the organization to unlock a better, faster, more intuitive digital workplace.
What Success Looks Like
In your first year, you will help:
• Build automations and Remote Actions that reduce IT ticket volume
• Improve DEX Scores and experience insights across Business Sectors
• Identify and eliminate high-friction employee experience issues
• Establish preventative monitoring and self-healing capabilities
• Strengthen integrations between Nexthink, ServiceNow, and other systems
• Contribute to the enterprise DEX Scorecard and proactive IT strategy
Longer term:
• You will help evolve the organization to a Strategic DEX maturity where IT becomes a key business value partner, not a cost center.
#LI-KK1
Required Skills and Education
Bachelor's Degree and 4 years work expereince or equivalent experience
Technical Expertise
• Strong experience writing PowerShell scripts (which will translate into Nexthink RA development, automation, device queries, workflows)
• Proficiency with Windows internals, command-line tools, Group Policy, Active Directory, WMI, registry, services, and endpoint diagnostics
• Experience with SQL or similar query languages - ability to learn/translate into Nexthink's NQL
• Experience integrating data and automating processes across enterprise systems
• Familiarity with ServiceNow CMDB, ITSM workflows, or automation orchestration
• Demonstrated experience developing technical workflows and automation solutions
Analytics & Insights
• Strong analytical, troubleshooting, and endpoint diagnostic skills
• Ability to work with large telemetry datasets
• Build dashboards and reports using Power BI, Excel, or similar tools
• Understand trends, correlations, and insights related to endpoint experience, performance, productivity, and sentiment
Collaboration & Delivery
• Ability to translate experience issues or support-team needs into technical solutions
• Comfortable working independently in a fast-moving, evolving environment
• Strong documentation habits and familiarity with SDLC or sprint-based delivery
Preferred Skills and Education
• Experience with Nexthink specifically, or any other DEX platform (e.g., Lakeside, Aternity, ControlUp, SysTrack, etc.)
• Experience with UX, UI, or DEX principles
• Experience with Experience Level Agreements (XLAs)
• Familiarity with sentiment analytics, digital friction measurement, or employee listening tools
• AI/agentic automation experience, LLM-powered workflows, or predictive modeling concepts
• Background in endpoint engineering, system administration, or automation engineering
This position will be posted for at least 5 calendar days. The posting will remain active until the position is filled, or a qualified pool of candidates is identified.
