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Lenovo

[LPS] Digital Workplace Systems Engineer

Lenovo
ElectronicsSINGAPORE, Central Singapore, SingaporeFull-time2 months ago
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About the role

AI summarised

This role is for a Digital Workplace Systems Engineer at a technology company, responsible for designing, implementing, and supporting AI-enhanced digital employee experience (DEX) solutions. The engineer will integrate DEX platforms with ServiceNow ITSM, develop automation and self-healing scripts, and provide proactive monitoring and analytics to improve endpoint health and user experience.

ElectronicsFull-timeInformation 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, 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.
  • 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.
  • 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.

Requirements

  • 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.
  • 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 cross‑platform work.
  • Shell scripting (Bash) for non‑Windows endpoints.
  • REST/JSON scripting patterns integrate with ITSM/DEX ecosystems.
  • 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.