What are the top 3 skills required for this role?

1. Nexthink / Digital End User Experience tools expertise

2. ServiceNow Expertise (ITSM, Employee Center and virtual Agent)

3. Good Expertise on Digital Experience monitoring tools like Dynatrace/Riberbed Aternity

Job Description/ Responsibilities

Proactive Servicing Role - High degree of experience with Proactive Servicing in the context of Nexthink and ServiceNow, looking to evaluate our entire process, benchmark against industry best practices)

Key Responsibilities:

• Monitor device and application health using Nexthink dashboards.

• Analyze sentiment surveys and behavioral patterns to detect early signs of degradation.

• Correlate Nexthink data with ServiceNow incident trends.

• Recommend proactive campaigns and remediation actions.

• Define and track XLAs and experience KPIs.

• Align Nexthink insights with ServiceNow dashboards and reporting.

• Captures real-time experience data (device health, app performance, user sentiment).

Skills:

• Experience with Nexthink, ServiceNow Reporting, and XLAs.

• Hands-on with Nexthink Actions, ServiceNow Flow Designer, and scripting (PowerShell, Python).

• Experience with automation platforms and scripting

• Strong analytical and communication skills

• Deep knowledge of ServiceNow platform, modules, and configuration.

• Experience with Virtual Agent, Now Assist, and ServiceNow AI features