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Client IT Experience Analyst

Client IT Experience Analyst in the Global User Service Center is responsible for performing daily system monitoring, implementing metrics, and reviewing trends to proactively tackle technical issues prior to end user impact. Other duties include but are not limited to analyzing existing client IT infrastructure, applying new ideas and solutions on an ongoing basis, and proactively identifying, troubleshooting, and solving complicated technical issues among a global enterprise environment to improve the Digital Employee Experience. 

Detailed list of role responsibilities 

  • Has a mindset to work in an agile global environment, interacting with many people across many sites.

  • Understands the local, regional and global setup of the IT Organization

  • Has or builds a reliable network that enables them to escalate issues with the appropriate urgency 

  • Communicates with transparency and in a timely manner to site IT functions, using classic & social media communication channels

  • Ensures troubleshooting with detailed information before escalating to relevant service partners

  • Ability to utilize all aspects of Digital Experience Technology (Nexthink) into the client’s environment (including but not limited to ServiceNow integration components, investigations, metrics, dashboards, data presentations for upper management, and user access management). 

  • Ability to analyze and remodel data, recognize trends, and react accordingly to prioritize areas of opportunity for improvements of the highest impact.

  • Establish and refine the processes, tools, techniques, and methods used by technical staff to provide an exceptional end user experience using a customer-centric approach to engage with via questionnaires and surveys relevant to data findings

  • High motivation for self-development and staying abreast with current technology trends specific to Client Health and Monitoring. 

  • Ability to work independently with little oversight and contributes to organizational projects and initiatives 

  • Ability to support multiple business needs at once and work amongst cross-functional teams 

  • Ability to determine the root cause of incidents, identify viable workarounds, and drive to permanent solutions that prevent recurrence and support Problem Management

  • Maintain information about problems, associated workarounds and permanent solutions.

  • Communicate information appropriately to reduce and eliminate the number and impact of incidents over time

  • Conduct major problem reviews to determine what could be done better in the future; document and communicate recommended improvement plans

  • Identify and solve problems and known errors proactively to improve IT services and prevent potential incidents from occurring.

Required Skills and Expertise  

  • In-depth knowledge of Client Device Monitoring (Nexthink) technology; implementation experience a plus.

  • 5 - 6 years of successful technical experience in a comparable position supporting similar technologies and international customers

  • Working knowledge of and experience with ServiceNow 

  • ITIL Foundation and Practitioner Certificate

  • Deep Understanding of ITSM Processes used in their field of work: Incident, Problem, Request and Knowledge Management processes 

  • Basic understanding of Active Directory concepts.  Understands the design and how the components work

  • Strong scripting skills (minimum PowerShell, and NXSQL) 

  • Understanding of enterprise client environments 

  • Broad knowledge of all aspects of IT Desktop computing

  • Experience in working in a global team with proven interpersonal skills to interact effectively with site Informatics staff in multiple countries and varying cultures

  • Advanced verbal and written English skills, additional languages are an asset

  • Flexible to work outside of business hours

  • Excellent coordination, organizational and communication skills

Additional Preferred Skills and Expertise

  • Previous experience with ServiceNow integration with Nexthink a plus 

  • Knowledge of Microsoft Windows Server services 

  • Knowledge of Microsoft Windows end-user services 

  • Knowledge of Linux (CentOS) 

  • Knowledge of user analytics technologies (e.g. Splunk) 

Roche is an equal opportunity employer.

Information Technology, Information Technology > IT Infrastructure and End-User Services

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