Senior Professional, Client Devices - DEX

ify experience gaps, define and manage a backlog of improvement opportunities, and enable proactive and automated remediation.

With minimal supervision, this role partners closely with **Service Desk, Client Device Engineering, Infrastructure, and Application teams** to improve end-user experience across **Windows, Mac, and virtual environments**, ensuring issues are identified early, remediation is scalable, and user productivity is maximized.

Key Accountabilities

• DEVICE CONFIGURATION & SETUP:

  Leads and reviews the configuration and optimization of client device experiences across Windows, Mac, and virtual environments, using digital experience insights to identify configuration gaps, performance issues, and experience‑impacting standards deviations. Owns the DEX environment, ensuring platform uptime, maintaining vendor support relationships, continuously learning new capabilities, and defining strategy to effectively leverage the solution to enable ongoing business value.

  TECHNICAL SUPPORT:

  Partners closely with Service Desk and Engineering teams to analyze digital experience data, identify recurring and systemic issues, and enable proactive and automated remediation to minimize end-user impact and downtime.

  MAINTENANCE & UPDATES:

  Leads and reviews proactive maintenance activities by identifying digital experience risks related to patches, updates, and software changes, and collaborating with engineering teams to implement improvements before widespread user impact.

  SECURITY IMPLEMENTATION:

  Partners with security and engineering teams to ensure client device security controls and policies are implemented in a manner that maintains compliance while optimizing the digital experience for end users.

  USER TRAINING & ASSISTANCE:

  Enables Service Desk and engineering teams through guidance, insights, and documentation that improve understanding of digital experience trends and support effective issue resolution.

  INVENTORY MANAGEMENT:

  Uses device and experience telemetry to provide insight into device health, performance, and lifecycle trends, supporting effective asset management and data-driven decision making.

  DOCUMENTATION:

  Builds and maintains documentation, dashboards, remediation scripts, and automation playbooks-including PowerShell‑based solutions, REST API integrations, and third‑party tool workflows-to support repeatable, scalable digital experience operations.

  COLLABORATION:

  Leads collaboration with Service Desk, Client Device Engineering, Infrastructure, Application teams and leadership to translate business requirements into digital experience solutions, define and prioritize a backlog of improvements, and deliver automation, integrations, custom dashboards, and end‑user sentiment campaigns that drive measurable business value.

Qualifications

• Minimum requirement of 4 years of relevant work experience. Typically reflects 5 years or more of relevant experience.

  Preferred Qualifications:

• Experience driving Digital Employee Experience (DEX) improvements for client devices across Windows, Mac, and virtual environments, with a focus on stability, performance, and operating system health.

• Strong automation and scripting skills, including experience using PowerShell to build remediation scripts and automate resolution of recurring experience and OS health issues.

• Hands‑on experience integrating platforms and workflows using REST APIs and supporting third‑party tool integrations to enable scalable remediation and data exchange.

• Demonstrated ability to translate business and operational requirements into actionable insights by designing and building custom dashboards and reporting for Leadership, Service Desk, and Application Support teams.

• Experience creating, maintaining, and analyzing end‑user sentiment campaigns to gather feedback, measure digital experience outcomes, and inform continuous improvement initiatives.

• Proven ability to partner across technical, support, and application teams to operationalize insights, prioritize improvements, and deliver measurable business value.

#Standard

Equal Opportunity Employer, including Disability/Vet.