Job Summary
The L2 Digital Experience Office (DEO) Analyst is responsible for monitoring, analyzing, and improving the end-user digital workplace experience through proactive analytics, endpoint monitoring, experience management, automation, and service improvement initiatives. The role acts as a bridge between Service Desk, Infrastructure, Digital Workplace, and End User Services teams to identify experience issues before users are impacted and drive continuous improvement aligned to SLAs, XLAs, and business outcomes.
Key Responsibilities
Digital Experience Monitoring • Monitor Digital Employee Experience (DEX) platforms and endpoint analytics dashboards. • Analyze device, application, network, and user experience metrics to identify degradation trends. • Track employee experience KPIs, XLAs, SLA compliance, service health, and proactive remediation outcomes. • Perform proactive issue identification and coordinate corrective actions with resolver teams. Incident, Problem & Change Support • Support L2 triage for incidents, service requests, alerts, and experience-impacting issues. • Perform trend analysis for recurring incidents and contribute to problem management investigations. • Collaborate with Service Desk, Desktop Support, Endpoint, Network, Messaging, Collaboration, and Application teams for resolution. • Ensure operational activities follow defined ITSM processes for incident, change, problem, and knowledge management. Experience Analytics & Reporting • Develop and maintain operational dashboards, scorecards, and weekly/monthly governance reports. • Analyze ticket patterns, service performance, sentiment, adoption, and productivity-impacting issues. • Prepare actionable insights and recommendations for continual service improvement. • Produce reports covering CSAT, CES, NPS, Employee Experience Index, proactive vs. reactive support, and automation impact where applicable. Automation & Continuous Improvement • Identify opportunities for automation, self-healing, knowledge improvement, and ticket-volume reduction. • Support testing, tracking, and deployment of automated remediation scripts in coordination with automation teams. • Contribute to service improvement plans, user adoption initiatives, and workplace transformation activities. • Maintain runbooks, SOPs, knowledge articles, and documentation for repeatable operations. Customer Experience & Adoption • Support Voice of Customer analysis and user feedback review. • Assist with user adoption campaigns for workplace technologies and self-service channels. • Coordinate with stakeholders to close experience gaps and improve employee productivity and digital workplace satisfaction.
Skill Requirements
Digital Employee Experience / DEX Endpoint & Workplace Technologies ITSM & Operations Analytics & Reporting Scripting & Automation Security & Compliance Awareness
Other Requirements
Digital Employee Experience Management • Endpoint Monitoring & Analytics • User Experience Monitoring • Service Improvement Planning • Experience Analytics • Proactive Operations • Problem Management • Knowledge Management • Continuous Service Improvement