Monitor and analyze digital experience data across endpoints, applications, collaboration tools, and network services
Identify performance, stability, and usability issues impacting employee productivity and satisfaction
Develop and maintain digital experience (DEX) metrics, KPIs, and dashboards aligned to IT service and experience outcomes
Provide actionable insights to IT teams to reduce incidents, improve Mean Time to Resolution (MTTR), and increase proactive issue resolution
Partner with End User Computing, Infrastructure, Service Desk, and Application teams to prioritize and remediate experience issues
Support IT service management (ITSM) processes by integrating DEX insights into incident, problem, and change management
Measure and track the employee impact of technology changes, upgrades, and rollouts
Conduct root cause analysis using endpoint and experience telemetry data
Support adoption and optimization of collaboration and productivity tools (e.g., Microsoft365, endpoint devices, SaaS platforms)
Produce regular reports and executive-level summaries on digital experience health and trends

Bachelor’s degree in Information Technology, Computer Science, Information Systems, or equivalent practical experience
2–4 years of experience in IT operations, end-user computing, digital experience monitoring, or IT analytics
Experience working with endpoint management, application monitoring, or DEX platforms
Strong analytical skills with experience building dashboards and reports (e.g., Power BI, Tableau, Excel, PowerPoint)
Solid understanding of IT service management principles and operational workflows
Ability to translate technical data into clear insights for IT and business stakeholders.

IT Analyst, Digital Experience

Key skills