Job Title: DEX Engineer
Reporting to: End User Technology Lead
Position Type: Permanent
Overview
To lead, champion and demonstrably improve DEX within TMHCC International. Utilising a combination of telemetry and sentiment insight to ensure End User platforms are continually performant, ergonomic and secure.
* This role relies on critical relationships and collaboration with business and IT colleagues to identify and eliminate digital friction, and plan and accelerate new technology deployments. DEX focused personnel are never satisfied with the status quo and continuously look for ways to eliminate administrative overhead through automation/Gen AI.
* Reporting to the End User Technology Lead. The DEX Engineer will require strong technical ability, have experience of working with global infrastructure, with a team first mentality, adhering to internal process and the ability to manage business critical issues.
Key Responsibilities and Scope of the role
Team Leadership
* Lead the delivery of DEX services, ensuring that agreed service levels, security requirements and other quality standards are met. Ensures adherence to relevant policies and procedures.
* Recruit/lead/mentor the DEX / Platform Engineers, ensuring knowledge and capability is in line with business demands and introduction of new technologies.
* Contribute to the ongoing operations lifecycle of End User technology platforms adhering to ITIL best practice.
* Implement, administer, and use digital employee experience (DEX/EUEM) tool(s) to continuously measure and improve employee experience with technology.
* Interact with various technology and business teams across TMHCC International with a focus on DEX and CSI.
DEX Management
* Assess both business and IT needs and develop technical use cases to solve real problems.
* Build and maintain employee digital personas and journey maps.
* Measure and publish reports on DEX scores, including technology performance and adoption, and employee sentiment across the enterprise and withing business segments.
* Monitor technology performance and adoption to ensure optimal productivity.
* Measure digital employee satisfaction and engagement and identify areas of improvement.
* Leverage actionable insights and intelligence to understand causes of and solutions for digital friction.
* Act on insights in the form of automated self-healing or reinforcing employee behavioural change.
* Iterate to continuously improve business outcomes.
* Identify areas to move from reactive IT support to predictive and preventative IT operations.
EUEM Nexthink Product Ownership
* Selection, deployment and maintenance.
* Configuration and customization.
* Alignment with business and IT requirements.
* Reporting and dashboards.
* Role-based user access management.
* DEX vendor relationship management.
* Produce Product roadmaps.
* Integration with IT processes, ITSM platforms, self-service catalogue, chat bot, endpoint management and security tools.
Operational and Administrative Management
* Contribute to the definition and agreement of the configuration of systems, that are part of the DEX and Desktop Engineering remit, and ensure adherence to company standards while improving the end user experience.
* Create, publish and communicate knowledgebase articles related to the use of DEX tools and related automation/self-healing.
* Integrate DEX tool sentiment functionality and measures into employee listening or voice of the employee (VoE) processes and tools.
* Partner with IT, HR, facilities and operations colleagues to understand technology dependence, requirements, workflows and key features; then ensure DEX tools can monitor and continuously improve those.
* Measure and set business outcomes, KPIs, experience-level agreements (XLAs), and objectives and key results (OKRs).
* Ensure that the most important digital workplace technologies (devices and applications) are supported by the DEX tool.
* Create and Monitor dashboards and top issue list daily to identify potential endpoint issues and create and assign detailed incident tickets for proactive remediation preferable by automation or AI.
* Create, submit and drive the progress of enhancements to implement automation / AI opportunities to enable self-healing and assisted healing.
* Meet with departments / business stakeholders to understand technology use and develop targeted dashboards.
* Track industry trends in digital workplace experience process and technologies and, where relevant, introduce for potential adoption.
* Work with the EUX leadership and team to influence, shape and implement strategic directions for the technical support functions
* Handle additional related projects as necessary.
Technical Skills and Knowledge
* Knowledge & experience of DEX / End user experience management tools ideally Nexthink.
* At least 3 + years working in an End User Compute role.
* Practical knowledge of ITIL application processes and implementation and ITSM tools, preferably knowledge with Service Now.
* Power BI skills
* Good knowledge of MBAM, physical device security and a of security products such as AV / Threat management and client deployment
* Strong data analytical skills
* Strong problem solving and problem management skills
* PowerShell scripting with an emphasis on automating manual tasks
Desirable
* Knowledge of O365, Okta, Azure AD and Microsoft Endpoint Device Manager
* Knowledge of AppSense and Group Policy management and UEM tools.
* Experience in a professional service environment, with responsibility for supporting multiple applications and network environments.
* Desktop Hardening and vulnerability patching skills including using SCCM and other patching tools.
* Knowledge of server & desktop operating systems, with emphasis on SCCM, Microsoft Windows, including domain structures, Active Directory, group policy and system administration.
* Sound working knowledge Citrix XenApp, XenDesktop and Citrix cloud.
Key Behavioural Skills
* The DEX engineer is empathetic and tech-savvy, and possesses a natural curiosity.
* Pragmatic and detail-oriented. Consistently take a thorough, accurate, organized and productive approach. Ability to effectively address projects, requests and other competing priorities.
* Influence. Ability to gain agreement and support for ideas and initiatives.
* Continuous learner. Maintain an unrelenting focus on personal development to elevate professional knowledge and skill. Take the same approach to DEX improvements.
* Community. Maintain an outside-in perspective by building and maintaining peer networks.
* Analytical and problem solving. Combine and organize information into meaningful patterns; identify underlying relationships, causes and effects; and combine pieces of information to form conclusions or general rules.
* Empathy. Ability to relate to employees navigating a complex technical environment.
* Strong interpersonal skills. Ability to work across business lines at senior levels to influence and effect change to achieve common goals. Develop and maintain a good rapport with other colleagues, business partners, and customers
* Communications. Excellent communication skills. Maintain effective communication, both oral and written, with colleagues, superiors, and customers.
* Digital dexterity. Ability to learn and utilize digital workplace technologies to catalyse new ways of work.
* Enablement mindset. Ability to focus on empowering and ensuring that employees have the motivation and knowledge to fully exploit IT-supplied technology. Must be diplomatic, tactful and communicate effectively with technical and non-technical personnel.
* Innovation. Seek opportunities to apply innovative design thinking to projects and work to keep our designing of learning aligned with products and solutions.
* Integrity. Demonstrate a high level of integrity, discretion and confidentiality.
* Cognitive flexibility. Adapt to and be energized by continuous improvement. Champion sustainable organizational change and apply best practices to reduce change fatigue.
Qualifications required:
* Undergraduate degree preferred or equivalent experience
* ITIL V4 Certification - foundation as a minimum
* DEX / End User Experience Management Certification
Experience required:
* Demonstrates a strong IT track-record having worked in a engineering technology position for at least 3 years.
* Excellent capability with Industry standard enterprise level End User software, applications, technologies and hardware .
* Experience of developing a constructive working relationship with business units.
* Experience of using automated systems to support specific business functions or processes as well as Service Management toolsets.
* Demonstrate an understanding of the need to keep commercial aspects continually in mind when taking actions or making decisions.
* Experience of communicating complex technical issues and sensitive information to business units, senior stakeholders, the wider user community.
* Experience of managing 3rd parties
* Financial Services sector experience, or experience gained in a highly regulated environment, is an advantage
Team / function size:
The DEX engineer will be part of the DEX and Desktop engineering team alongside 2 engineers in the UK and 1 overseas resource. #J-18808-Ljbffr