Systems Engineer (Digital Workplace)

We are seeking an experienced Digital Workplace Systems Engineer to design, implement, and support AI-enhanced digital employee experience (DEX) solution for our clients. This role is expected to work closely with internal delivery teams as well as the service delivery management team to provide an enhanced service delivery outcome through proactive monitoring, automated remediation, and data-driven insights.

Key Responsibilities:

1. DEX Platform Integration and Configuration

• Configure, optimize, and maintain integration between the DEX and ServiceNow ITSM platforms.
• Enable real-time enrichment of ServiceNow incidents with endpoint telemetry, including device performance, configuration status, and health scores.
• Support AI agent integration with DEX to facilitate natural language queries and endpoint actions via ServiceNow.
• Manage automated remediation workflows initiated from the ServiceNow interface using DEX platform capabilities.
• Perform integration changes requiring platform-level modifications or feature enhancements.

2. Operational Enablement and Readiness

• Ensure Service Desk and Deskside Support teams are trained on DEX utilization, including dashboards, alerts, and device intelligence analytics.
• Develop and maintain standard operating procedures (SOPs) for leveraging DEX insights in troubleshooting and remediation workflows.
• Validate all auto-remediation workflows against service level targets prior to production rollout.
• Document integration configurations, process flows, and escalation paths.

3. Proactive Monitoring and Service Analytics

• Utilize DEX dashboards for continuous endpoint health and performance monitoring across operating systems, applications, and networks.
• Assess employee sentiment and application performance trends to proactively address service quality issues.
• Leverage DEX analytics for predictive issue identification, prioritization of support activities, and refinement of service delivery strategies.

4. Automation and Self-Healing Capabilities

• Develop and maintain self-healing automation scripts for common endpoint issues (e.g., background service restarts, cache clearing, policy corrections).
• Implement continuous improvement cycles to review automation effectiveness and expand new use cases based on incident trends and feedback.
• Perform monthly/quarterly reviews of automation outcomes, ensuring documentation and deployment of new self-healing actions.

5. Continuous Service Improvement (CSI)

• Measure and report on the impact of proactive monitoring and remediation on device health, user experience, and SLA compliance.
• Maintain a CSI log and improvement roadmap, aligned with evolving technologies and organizational objectives.

6. Reporting

• Produce regular reporting using DEX analytics and visualization tools to provide actionable insights on trends, device health, and user sentiment.

Qualifications and Experience:

• Bachelor's degree in Information Technology, Computer Science, or equivalent.
• At least 4 - 5 years of experience in IT Service Delivery and End-User Computing, or Digital Workplace roles.
• Strong hands-on experience with ServiceNow ITSM/ITOM modules and API-based integrations.
• Working knowledge of DEX/EUEM platforms (e.g., Tanium DEX, 1E Tachyon, Nexthink, Nanoheal, or equivalent).
• Proven track record in developing automation or self-healing workflows using scripting or low-code tools.
• Familiarity with ITIL practices, proactive monitoring frameworks, and user experience analytics.
• Knowledge of endpoint management such as MS InTune, IAM, and collaboration tools.

Core Scripting Skillsets:

• PowerShell (primary) for Windows endpoints: Writing sensors and packages, collecting endpoint telemetry, performing configuration changes, and building reusable modules such as custom sensors, actions, automation.
• Python for API and crossplatform work.
• Shell scripting (Bash) for nonWindows endpoints.
• REST/JSON scripting patterns integrate with ITSM/DEX ecosystems.

Key Competencies:

• Proactive mindset and analytical thinking.
• Excellent problem-solving, documentation, and collaboration skills.
• Strong communication and stakeholder management.
• Ability to translate technical insights into actionable service improvements.
• Continuous improvement orientation with a focus on end-user experience.