DEM_Technical Services Engineer

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DEM (Digital Experience Management) Analyst

Key Responsibilities:

• The DEM Analyst is responsible for proactively analysing the digital experience of end users and identifying potential areas for improvement within End User Experience Management technologies, such as Nexthink, Lakeside Systrack, and Aternity, as part of the End User Analytics Services that Fujitsu provides to our customers.

• As the DEM Analyst, you will focus on analysing the digital experience scores on a proactive basis and providing reports to account team stakeholders on the key issues that are causing drops in digital experience and recommendations for improvement areas.
• You will also conduct deeper investigations with support from relevant resolver groups, utilizing the DEM tool and other key service performance data, such as ticket analysis, to understand the breadth and impact of the issue.
• You will oversee the implementation of any new requirements from improvement recommendations and are responsible for reporting the status and benefits of these improvements.
• Continuous learning is an important part of this role and you will be expected to participate in learning sessions and reading facilitated by our vendor partners or the Centre of Excellence (aka DEM Dojo) use cases and best practices.
• It is expected that the role owner will have a close relationship with the Digital Advisor and the CEC Digital Adoption & UX Lead.
• The Digital Advisor is an additional advisory role who is deployed on a project-basis that will be responsible for defining and shaping the digital experience score and XLAs and will also identify the first set of improvement opportunities and recommendations.
• You will be expected to continue the work of the Digital Advisor once the service is in a steady state and work through the improvement backlog or identify new opportunity areas.
• This continuation also includes working closely with the CEC Digital Adoption & UX Lead to create a complete picture of user experience, with your focus being on technology-level experience and the DA & UX Lead focusing on service-level experience.
• The DA & UX Lead will be a key stakeholder in providing requirements for any use cases that involved contact with end users. You will be responsible for managing the requirements for any new use cases identified as part of the improvement plan, working with the DEM Business Analyst and DEM Technician to ensure successful delivery of these requirements.

• You will play a key role in progressing the service along the maturity roadmap to ensure it brings tangible business benefits. Where there is no Digital Advisor allocated to the account, the role will involve a period of transition to support the baselining and configuration of the digital experience score, based on requirements from the customer and account team, and the initial set of recommendations for improvement areas based on use cases and best practices from the DEM Dojo.

• The role should follow the ITIL Service Value System Principles Focus on value Start where you are Progress iteratively with feedback Collaborate and promote visibility

• Think and work holistically Keep it simple and practical Optimize and automate Success factors Value Decreased incidents and contacts at the service desk through proactive investigation and problem management of end user issues Increased adoption and use of a virtual assistant, by enabling more use cases through the integration of DEM technologies with the virtual agent

• Decreased MTTR of Fujitsu managed services resolver groups by educating them on using DEM technologies to resolve issues and through the implementation of their use case and dashboard requirements

• The exploitation of the DEM technologies to drive account ROI and transformation of roles towards proactive continuous improvement Increased end user digital experience scores tied into outcome-based CI Successful launch and program activity, minimize delays Meet contractual KSVI commitments Customer renewals / good news stories and references

• Supporting the CI Service Delivery Manager to drive change and improvements Maturity assessment benefits realization / understand customer journey mapping Required

Experience:

• Strong experience of working with virtual teams Ability to present, visually, service reports
• A high degree of problem and creative thinking skills Planning, prioritization skills, a passion for customer service and high-quality delivery
• Demonstrate good interpersonal skills, diplomacy in dealing with customers and internal teams Good experience of at least one DEM technology (Aternity, Nexthink, Lakeside Systrack), including supporting the utilization of the technology for tangible benefit
• Certification in at least on DEM technology to an analyst level Experience in 2nd line support and triaging issues to 3rd line resolver groups Experience in problem or incident management, with a good understanding of how the end user impact of technology issues Ideally, a good understanding of other automation technologies, such as Resolve and RPA

Mandatory Skills

Nexthink, PowerShell Script Developer, Windows 10, 11 OS Knowledge.

At Fujitsu, we are committed to an inclusive recruitment process that values the diverse backgrounds and experiences of all applicants. We believe that hiring people from a wide variety of backgrounds makes us stronger, not because it's the right thing to do, but because it allows us to draw on a wider range of perspectives and life experiences.