Asst. Mgr
4 weeks ago
Job Description
Job Summary –
Champion the end-user experience management program
Create awareness and impact of end-use experience using the available tool
Review and manage ControlUp to align with the organizational goals and requirements
Carry out proactive investigations based on ControlUp data points, real time ticket data and service desk feedback.
Upon necessary review, create pipeline of action items to measure and improve the end-user experience
Identify & assess opportunities for automations & remote actions based on the customer environment to create a pipeline of opportunities.
Implement and test the agreed delivery of automations & remote actions which may be relevant for implementation on a customer.
Monthly reporting of opportunities identified from data which provide additional customer value.
Work in conjunction with projects teams to drive better, data driven outcomes and adoption through specific dashboards and insight.
Assess performance-risking changes for impact on the end user experience management baselines and advise change implementors accordingly.
Liaise with the organizations problem management and provide value add from the tool as required.
Years of experience needed – 8 to 10 years
Technical Skills:
Knowledge of automation & analytics tools.
Good understanding of end-user desktop, laptop & VDI environment.
Excellent analytical and problem-solving skills and a willingness to understand the business context
Ability to interpret data and present it in a non-technical way.
Capable of managing concurrent initiatives.
Self-starter and ability to work under own initiative.
Ability to prioritize workload and work well under pressure.
Experience working within a Wintel, Remote Desktop team or similar team
Strong communication skills.
Ability to work to strict deadlines.
Ability to work across multi-disciplined teams.
Digital Experience Monitoring or similar end-user experience driven functions
Knowledge in virtualization and system and network administration preferred
At least 1 year experience with ControlUp tool or 4-5 years of experience with any other end-user experience management tool (e.g. Nexthink, Ivanti, etc.)
Should have worked in real-time monitoring & troubleshooting. Worked with s & Automation.
Ability to create a custom dashboard.
Scripting knowledge or Remote Actions.
Experience with Microsoft PowerBI Desktop
Experience in cloud transition different platforms (AWS, Azure, etc.) an advantage
Certifications Needed:
NA
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