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 SysTrackMonitor device performance, application usage, endpoint health, and overall user experienceDesign, develop, and maintain dashboards, reports, and analytics views for various stakeholdersIdentify trends, performance issues, anomalies, and root causes affecting digital employee experienceProvide actionable recommendations to improve user satisfaction and IT service qualitySupport Incident, Problem, and Change Management processes through data-driven insightsCollaborate with Service Delivery, Workplace, Infrastructure, and ITSM teams to define analytics requirements and use casesTranslate complex technical data into clear business-focused reports and presentationsSupport Experience Level Agreement (XLA) measurement, reporting, and continuous improvement initiativesIdentify opportunities for automation, optimization, and operational efficiency improvementsEnsure the accuracy, consistency, and quality of reporting dataMaintain documentation related to dashboards, analytics methodologies, KPIs, and reporting processesParticipate in regular service review meetings and present key findings and recommendationsMonitor user experience trends and proactively highlight potential risks before they impact business operationsRequirementsRequirementsExperienceProven experience working with Digital Experience Monitoring (DEM) platforms such as Nexthink, SysTrack, or similar solutionsExperience in data analysis, reporting, and visualization within IT operations or digital workplace environmentsHands-on experience building and maintaining dashboards and reporting solutionsExperience supporting service improvement and operational excellence initiativesTechnical SkillsStrong analytical and problem-solving skillsHands-on experience with reporting and visualization tools such as Nexthink Dashboards and Power BIGood understanding of Digital Workplace technologies, endpoint environments, and application performance monitoringAbility to analyze large datasets and identify meaningful insights and trendsUnderstanding of key digital experience metrics and performance indicatorsFamiliarity with data-driven decision-making methodologiesCommunication & Stakeholder ManagementAbility to communicate technical findings to both technical and non-technical audiencesStrong stakeholder management and relationship-building skillsExcellent presentation, documentation, and reporting capabilitiesAbility to work effectively in cross-functional and multicultural environmentsNice to HaveExperience working within an Experience Management Office (XMO) environmentKnowledge of ITSM processes including Incident, Problem, and Change ManagementExperience with automation, APIs, scripting, or advanced analytics capabilities within DEM platformsFamiliarity with Experience Level Agreements (XLAs) and Digital Employee Experience (DEX) frameworksExposure to Service Management reporting and operational KPI trackingExperience supporting workplace transformation or end-user experience improvement programsCore CompetenciesData AnalysisReporting & DashboardingUser Experience AnalyticsProblem SolvingAutomation & Process ImprovementStakeholder ManagementBusiness CommunicationEnglish Proficiency (B2 or above)