Digital Experience (XEC) Specialist

Role & respon

Technical Skills

• Handson expertise in:
• SysTrack agent deployment, telemetry, and analytics
• Cognix for Workspace use case implementation
• Experience scoring (device, application, user sentiment)
• Strong skills in:
• Dashboard creation and analytics interpretation
• Automation via SysTrack (scripts, triggers, remediation)
• Root cause identification using experience data
• Familiarity with:
• Windows & macOS EUC environments
• Intune / SCCM ecosystem (integration and data correlation)
• Working knowledge of ITSM tools (ServiceNow preferred)

Process & Enterprise Skills

• ITIL awareness (Incident, Problem, Continual Improvement)
• Experience supporting transformation programs
• Ability to translate technical insights into business outcomes

Digital Experience Platform Implementation

• Deploy and configure SysTrack and Cognix components
• Onboard endpoints and validate telemetry collection
• Implement value builders and agreed experience use cases

Experience Analytics & Dashboarding

• Build and maintain experience dashboards:
• Device Health & Performance
• Application Experience
• User Productivity & Sentiment
• Provide actionable insights for operations and leadership
• Track baseline vs posttransformation improvements

Automation & Proactive Remediation

• Design and enable SysTrack automation workflows
• Implement selfheal and proactive remediation use cases
• Reduce incident volumes through automation

Incident, Problem & CSI Enablement

• Support L2/L3 teams with experiencedriven RCA
• Identify recurring experience degraders
• Feed insights into CSIP and transformation roadmaps

Governance, Reporting & Transformation Support

• Align experience metrics with SLAs / XLAs
• Support POVs, pilots, and hypercare phases
• Document use cases, outcomes, and SOPssibilities

Preferred candidate profile

Perks and benefits