Role OverviewThe Analytics DEM Specialist is responsible for analyzing and interpreting data from Digital Experience Monitoring (DEM) platforms to provide actionable insights into digital employee experience, endpoint performance, and application health. The role supports proactive IT operations, service improvement initiatives, and data-driven decision-making across IT delivery and Experience Management Office (XMO) functions.Key ResponsibilitiesAnalyze and interpret data collected from DEM tools such as Nexthink and SysTrack.Monitor device performance, application usage, endpoint health, and overall user experience.Design, develop, and maintain dashboards, reports, and analytics views for various stakeholders.Identify trends, performance issues, anomalies, and root causes affecting digital employee experience.Provide actionable recommendations to improve user satisfaction and IT service quality.Support Incident, Problem, and Change Management processes through data-driven insights.Collaborate with Service Delivery, Workplace, Infrastructure, and ITSM teams to define analytics requirements and use cases.Translate complex technical data into clear business-focused reports and presentations.Support Experience Level Agreement (XLA) measurement, reporting, and continuous improvement initiatives.Identify opportunities for automation, optimization, and operational efficiency improvements.Ensure the accuracy, consistency, and quality of reporting data.Maintain documentation related to dashboards, analytics methodologies, KPIs, and reporting processes.Participate in regular service review meetings and present key findings and recommendations.Monitor user experience trends and proactively highlight potential risks before they impact business operations.