Job Summary
ob Description – Digital Employee Experience (DEX) SME
Job Title
Digital Employee Experience (DEX) Subject Matter Expert (SME)
Location
Singapore / Client Site
Reporting To
Experience Management Office (EMO) Lead / Service Delivery Manager
Role Overview
The Digital Employee Experience (DEX) SME will be responsible for designing, implementing, governing, and continuously improving Digital Employee Experience capabilities within the Experience Management Office (EMO). The role will leverage Nexthink and other Digital Workplace analytics platforms to proactively monitor, analyze, and enhance user experience across devices, applications, collaboration platforms, and support services.
The DEX SME will drive the transition from traditional SLA-focused service delivery to an experience-led operating model by utilizing telemetry, sentiment, service performance, and behavioral analytics to generate actionable insights and measurable business outcomes.
Key Responsibilities
Key Responsibilities
Experience Management & Governance
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Support the establishment and operationalization of the Experience Management Office (EMO).
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Act as the single point of ownership for Digital Employee Experience across End User Computing (EUC), Service Desk, Collaboration Platforms, and Digital Workplace Services.
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Define and measure End User Experience Index (UEI) aligned with business outcomes and user personas.
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Develop and maintain DEX governance frameworks, KPIs, operational reviews, and reporting structures.
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Drive proactive and predictive experience management practices across the workplace ecosystem.
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Establish experience-led service improvement programs and transformation initiatives.
Digital Experience Monitoring & Analytics
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Monitor and analyze end-user experience across:
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Device Performance
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Application Health
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Collaboration Platforms
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Business-Critical Services
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User Productivity Metrics
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Build and maintain DEX dashboards providing real-time visibility into:
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User Experience Index (UEI)
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Device Health Index
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Application Health Scores
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User Engagement Metrics
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Collaboration Experience Metrics
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Monitor user satisfaction trends and pulse survey outcomes.
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Correlate experience, operational, and business metrics to identify improvement opportunities.
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Publish regular analytics, insights, performance assessments, and executive reports.
Nexthink Platform Administration & Optimization
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Administer and optimize Nexthink platform capabilities.
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Perform platform assessments covering:
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Current deployment maturity
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Data quality
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Use case effectiveness
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Automation readiness
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Integration effectiveness
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Identify gaps in monitoring coverage and platform adoption.
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Develop and maintain Nexthink dashboards, investigations, campaigns, and remote actions.
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Collaborate with internal and customer stakeholders to continuously realize platform value.
Device Health & Proactive Issue Management
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Monitor Endpoint Analytics and Nexthink data to track:
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Device Health Index
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Boot Performance
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Logon Experience
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Battery Health
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Disk Utilization
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Device Stability
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Identify trends, recurring issues, and degradation patterns.
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Conduct Root Cause Analysis (RCA) for experience-impacting incidents.
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Recommend remediation actions, engineering fixes, and preventive changes.
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Work closely with Service Desk and EUC teams to identify proactive ticket opportunities.
DEX Use Case Management
Own and continuously optimize the following Nexthink use cases:
Application Experience
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Outlook crash analysis
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Teams performance monitoring
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Excel application stability
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Application freeze and responsiveness analysis
End-User Device Experience
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Boot performance monitoring
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Logon performance optimization
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Low disk space remediation
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Battery lifecycle management
Security & Compliance Analytics
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OneDrive synchronization health
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BitLocker compliance monitoring
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Antivirus compliance tracking
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Endpoint compliance reporting
Sustainability & Green IT
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Device utilization analytics
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Power consumption insights
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Sustainability reporting
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Green IT improvement recommendations
Service Management Analytics
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Top call driver analysis
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Password reset trends
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Account-related support patterns
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Incident reduction opportunities
Automation & Continuous Improvement
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Design, develop, and deploy Nexthink-driven automations and self-healing capabilities.
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Conduct workshops with stakeholders to identify high-value automation opportunities.
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Develop custom scripts and workflows for recurring issues.
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Implement automation initiatives focused on:
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Microsoft Outlook
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Microsoft Teams
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OneDrive
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Device Performance
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Network Experience
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Continuously fine-tune automations based on user and device insights.
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Drive reduction in manual effort through intelligent automation.
Skill Requirements
Reporting & Value Realization Measure and report: Ticket Reduction MTTR Improvements Automation Effectiveness User Experience Improvements Service Adoption Metrics Productivity Gains Create and publish automated DEX reports covering: Application Crashes Device Performance Trends Intune Compliance Monitoring User Experience Trends Develop Value Realization Reports highlighting achieved business outcomes. Publish best practices, case studies, and service improvement recommendations. Support operational handover and BAU transition activities. Required Skills & Experience Technical Skills Strong experience with Nexthink Administration and Engineering Expertise in Digital Employee Experience (DEX) platforms and methodologies Experience with: Microsoft Intune Microsoft Endpoint Manager Microsoft 365 SCCM/MECM Azure AD / Entra ID Endpoint Analytics Windows 10/11 Strong PowerShell scripting and automation skills Experience with ServiceNow or ITSM platforms Knowledge of telemetry, monitoring, and observability tools Strong dashboard creation and data visualization capabilities Functional Skills Digital Workplace Operations End User Computing Services Incident & Problem Management Continual Service Improvement Data Analytics & Reporting Root Cause Analysis Experience Governance Process Automation Service Management Operations Qualifications Bachelor's Degree in Information Technology, Computer Science, Engineering, or related discipline. Nexthink Certified Professional / Expert (Preferred). ITIL Foundation or ITIL Managing Professional certification preferred. Microsoft Endpoint Management / Modern Workplace certifications preferred. Key Success Metrics The DEX SME will be measured against: ~19% reduction in tickets within identified support categories. ~12% reduction in overall experience-related incidents. Improved User Experience Index (UEI). Reduced Mean Time to Resolution (MTTR). Improved device health and application stability. Improved security and compliance posture. Increased automation adoption and self-healing success rate. Higher user satisfaction and digital workplace experience scores. Successful operationalization of the Experience Management Office (EMO). Delivery of DEX maturity roadmap milestones and business outcome targets. Ideal Candidate Profile A highly analytical and proactive Digital Workplace professional with strong Nexthink expertise, capable of transforming operational data into actionable insights, driving automation-led experience improvements, and leading the organization's journey toward a mature, experience-centric Digital Workplace operating model. Expanded Automation & Self-Healing Responsibilities Automation Strategy & Roadmap Define and maintain the Digital Employee Experience (DEX) automation strategy aligned to EMO objectives and business outcomes. Identify, prioritize, and develop automation opportunities based on experience scores, ticket trends, user sentiment, and business impact. Establish an automation roadmap covering proactive remediation, self-healing, and user self-service capabilities. Drive an automation-first approach to eliminate repetitive manual support activities and improve operational efficiency. Automation Use Case Identification Conduct Top Call Driver Analysis and identify automation opportunities for recurring incidents and service requests. Analyze Nexthink experience data, Service Desk tickets, problem records, and user feedback to identify high-volume and high-impact issues suitable for automation. Identify automation candidates across: Microsoft Outlook Microsoft Teams OneDrive Windows Endpoint Performance Network Connectivity Account and Authentication Issues Device Health & Compliance Assess effort versus business value and prioritize automation initiatives accordingly. Nexthink Automation
Other Requirements
Expected Automation Outcomes
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Achieve approximately 19% reduction in identified ticket categories through proactive automation.
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Improve endpoint stability and user experience through automated remediation.
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Reduce Mean Time to Resolution (MTTR) through predictive and self-healing capabilities.
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Increase Service Desk efficiency through ticket deflection and automated issue resolution.
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Improve compliance, security posture, and operational consistency.
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Deliver measurable business value through reduced manual effort and enhanced employee productivity.