Senior Infrastructure Engineer

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

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