About the role
AI summarisedWe are seeking an experienced Digital Workplace Systems Engineer to design, implement, and support AI-enhanced digital employee experience (DEX) solutions for our clients. This role involves close collaboration with internal and service delivery teams to enhance service outcomes through proactive monitoring, automated remediation, and data-driven insights.
ElectronicsOnsiteInformation Technology
Key Responsibilities
- 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 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.
- Develop and maintain self-healing automation scripts for common endpoint issues across operating systems.
- Utilize DEX dashboards for continuous endpoint health and performance monitoring across OS, applications, and networks.
- Assess employee sentiment and application performance trends to proactively address service quality issues.
- Produce regular reporting using DEX analytics to provide actionable insights on trends, device health, and user sentiment.
Requirements
- Bachelor’s degree in Information Technology, Computer Science, or equivalent.
- 5 - 6 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, Nexthink, Nanoheal, or equivalent).
- Proven track record in developing automation or self-healing workflows using scripting or low-code tools.
- Proficiency in PowerShell for Windows endpoints (sensors, actions, telemetry collection).
- Familiarity with ITIL practices and proactive monitoring frameworks.