Subject Matter Expert (Support&Ops)

Job Summary

Role Summary

The Systrack/DEX SME will be responsible for designing, implementing, administering, and optimizing the Systrack Digital Employee Experience platform to proactively monitor, analyze, and improve end-user computing experience across the enterprise environment. The role will focus on experience analytics, performance monitoring, workplace insights, automation opportunities, and continuous service improvement initiatives.

The SME will act as a trusted advisor to Workplace Services, Service Desk, Infrastructure, and IT Leadership teams by providing actionable insights that improve user productivity, device performance, application experience, and overall digital workplace health.

Key Responsibilities

Systrack Platform Management

• Design, deploy, configure, and maintain Systrack environment.
• Manage platform upgrades, patches, integrations, and operational health.
• Configure sensors, agents, dashboards, reporting modules, and data collection policies.
• Ensure platform scalability, security, and governance compliance.

Digital Employee Experience Monitoring

• Monitor user sentiment, endpoint health, application performance, and workplace experience metrics.
• Identify user experience degradation trends and recommend remediation actions.
• Establish DEX baselines and benchmark performance across regions, locations, and user groups.
• Conduct proactive analysis of endpoint and application performance issues.

Analytics & Reporting

• Create executive dashboards and operational reports.
• Develop KPI and SLA reporting for digital workplace services.
• Analyze:
• Endpoint performance
• Application latency
• Login performance
• Network experience
• Collaboration tools performance
• User productivity indicators
• Present data-driven recommendations to stakeholders.

Service Improvement & Optimization

• Lead experience improvement initiatives based on Systrack insights.
• Identify opportunities for automation and self-healing capabilities.
• Support Experience Level Agreement (XLA) initiatives.
• Drive reduction of recurring incidents through proactive remediation.

EUC & Workplace Transformation Support

• Support Windows 10/11 optimization initiatives.
• Assist Workplace Transformation and Modern Workplace programs.
• Provide end-user experience insights for M365, Teams, Citrix, Azure Virtual Desktop (AVD), and VDI environments.
• Participate in workplace modernization projects.

Incident & Problem Management

• Support Major Incident Management through real-time workplace analytics.
• Perform root cause analysis using Systrack data.
• Collaborate with Service Desk, Desktop Engineering, Network, and Infrastructure teams.
• Provide evidence-based recommendations for problem resolution.

Stakeholder Engagement

• Work with Service Delivery Managers, Workplace Architects, and Business Stakeholders.
• Conduct periodic service reviews.
• Present improvement opportunities and health metrics to leadership teams.
• Act as DEX platform advisor within the organization.

Technical Skills

Mandatory

• Hands-on experience with Systrack Digital Experience Monitoring Platform
• Strong understanding of:
• DEX (Digital Employee Experience)
• EUC Technologies
• Workplace Services
• IT Service Management (ITSM)
• Windows 10/11 Administration
• Microsoft 365 Administration
• Microsoft Teams Performance Analytics
• Endpoint Monitoring & Diagnostics
• Power BI Reporting
• ITIL Framework Knowledge

Required Competencies

Technical Competencies

• DEX Monitoring & Analytics
• Endpoint Performance Analysis
• Advanced Troubleshooting
• Data Analytics & Reporting
• Automation Identification
• Workplace Technology Expertise

Behavioral Competencies

• Strong stakeholder management
• Analytical thinking
• Problem-solving mindset
• Excellent presentation skills
• Customer-centric approach
• Continuous improvement focus

Key Responsibilities

Role Summary

The Systrack/DEX SME will be responsible for designing, implementing, administering, and optimizing the Systrack Digital Employee Experience platform to proactively monitor, analyze, and improve end-user computing experience across the enterprise environment. The role will focus on experience analytics, performance monitoring, workplace insights, automation opportunities, and continuous service improvement initiatives.

The SME will act as a trusted advisor to Workplace Services, Service Desk, Infrastructure, and IT Leadership teams by providing actionable insights that improve user productivity, device performance, application experience, and overall digital workplace health.

Key Responsibilities

Systrack Platform Management

• Design, deploy, configure, and maintain Systrack environment.
• Manage platform upgrades, patches, integrations, and operational health.
• Configure sensors, agents, dashboards, reporting modules, and data collection policies.
• Ensure platform scalability, security, and governance compliance.

Digital Employee Experience Monitoring

• Monitor user sentiment, endpoint health, application performance, and workplace experience metrics.
• Identify user experience degradation trends and recommend remediation actions.
• Establish DEX baselines and benchmark performance across regions, locations, and user groups.
• Conduct proactive analysis of endpoint and application performance issues.

Analytics & Reporting

• Create executive dashboards and operational reports.
• Develop KPI and SLA reporting for digital workplace services.
• Analyze:
• Endpoint performance
• Application latency
• Login performance
• Network experience
• Collaboration tools performance
• User productivity indicators
• Present data-driven recommendations to stakeholders.

Service Improvement & Optimization

• Lead experience improvement initiatives based on Systrack insights.
• Identify opportunities for automation and self-healing capabilities.
• Support Experience Level Agreement (XLA) initiatives.
• Drive reduction of recurring incidents through proactive remediation.

EUC & Workplace Transformation Support

• Support Windows 10/11 optimization initiatives.
• Assist Workplace Transformation and Modern Workplace programs.
• Provide end-user experience insights for M365, Teams, Citrix, Azure Virtual Desktop (AVD), and VDI environments.
• Participate in workplace modernization projects.

Incident & Problem Management

• Support Major Incident Management through real-time workplace analytics.
• Perform root cause analysis using Systrack data.
• Collaborate with Service Desk, Desktop Engineering, Network, and Infrastructure teams.
• Provide evidence-based recommendations for problem resolution.

Stakeholder Engagement

• Work with Service Delivery Managers, Workplace Architects, and Business Stakeholders.
• Conduct periodic service reviews.
• Present improvement opportunities and health metrics to leadership teams.
• Act as DEX platform advisor within the organization.

Technical Skills

Mandatory

• Hands-on experience with Systrack Digital Experience Monitoring Platform
• Strong understanding of:
• DEX (Digital Employee Experience)
• EUC Technologies
• Workplace Services
• IT Service Management (ITSM)
• Windows 10/11 Administration
• Microsoft 365 Administration
• Microsoft Teams Performance Analytics
• Endpoint Monitoring & Diagnostics
• Power BI Reporting
• ITIL Framework Knowledge

Required Competencies

Technical Competencies

• DEX Monitoring & Analytics
• Endpoint Performance Analysis
• Advanced Troubleshooting
• Data Analytics & Reporting
• Automation Identification
• Workplace Technology Expertise

Behavioral Competencies

• Strong stakeholder management
• Analytical thinking
• Problem-solving mindset
• Excellent presentation skills
• Customer-centric approach
• Continuous improvement focus

Skill Requirements

Role Summary

The Systrack/DEX SME will be responsible for designing, implementing, administering, and optimizing the Systrack Digital Employee Experience platform to proactively monitor, analyze, and improve end-user computing experience across the enterprise environment. The role will focus on experience analytics, performance monitoring, workplace insights, automation opportunities, and continuous service improvement initiatives.

The SME will act as a trusted advisor to Workplace Services, Service Desk, Infrastructure, and IT Leadership teams by providing actionable insights that improve user productivity, device performance, application experience, and overall digital workplace health.

Key Responsibilities

Systrack Platform Management

• Design, deploy, configure, and maintain Systrack environment.
• Manage platform upgrades, patches, integrations, and operational health.
• Configure sensors, agents, dashboards, reporting modules, and data collection policies.
• Ensure platform scalability, security, and governance compliance.

Digital Employee Experience Monitoring

• Monitor user sentiment, endpoint health, application performance, and workplace experience metrics.
• Identify user experience degradation trends and recommend remediation actions.
• Establish DEX baselines and benchmark performance across regions, locations, and user groups.
• Conduct proactive analysis of endpoint and application performance issues.

Analytics & Reporting

• Create executive dashboards and operational reports.
• Develop KPI and SLA reporting for digital workplace services.
• Analyze:
• Endpoint performance
• Application latency
• Login performance
• Network experience
• Collaboration tools performance
• User productivity indicators
• Present data-driven recommendations to stakeholders.

Service Improvement & Optimization

• Lead experience improvement initiatives based on Systrack insights.
• Identify opportunities for automation and self-healing capabilities.
• Support Experience Level Agreement (XLA) initiatives.
• Drive reduction of recurring incidents through proactive remediation.

EUC & Workplace Transformation Support

• Support Windows 10/11 optimization initiatives.
• Assist Workplace Transformation and Modern Workplace programs.
• Provide end-user experience insights for M365, Teams, Citrix, Azure Virtual Desktop (AVD), and VDI environments.
• Participate in workplace modernization projects.

Incident & Problem Management

• Support Major Incident Management through real-time workplace analytics.
• Perform root cause analysis using Systrack data.
• Collaborate with Service Desk, Desktop Engineering, Network, and Infrastructure teams.
• Provide evidence-based recommendations for problem resolution.

Stakeholder Engagement

• Work with Service Delivery Managers, Workplace Architects, and Business Stakeholders.
• Conduct periodic service reviews.
• Present improvement opportunities and health metrics to leadership teams.
• Act as DEX platform advisor within the organization.

Technical Skills

Mandatory

• Hands-on experience with Systrack Digital Experience Monitoring Platform
• Strong understanding of:
• DEX (Digital Employee Experience)
• EUC Technologies
• Workplace Services
• IT Service Management (ITSM)
• Windows 10/11 Administration
• Microsoft 365 Administration
• Microsoft Teams Performance Analytics
• Endpoint Monitoring & Diagnostics
• Power BI Reporting
• ITIL Framework Knowledge

Required Competencies

Technical Competencies

• DEX Monitoring & Analytics
• Endpoint Performance Analysis
• Advanced Troubleshooting
• Data Analytics & Reporting
• Automation Identification
• Workplace Technology Expertise

Behavioral Competencies

• Strong stakeholder management
• Analytical thinking
• Problem-solving mindset
• Excellent presentation skills
• Customer-centric approach
• Continuous improvement focus

Other Requirements

Role Summary

The Systrack/DEX SME will be responsible for designing, implementing, administering, and optimizing the Systrack Digital Employee Experience platform to proactively monitor, analyze, and improve end-user computing experience across the enterprise environment. The role will focus on experience analytics, performance monitoring, workplace insights, automation opportunities, and continuous service improvement initiatives.

The SME will act as a trusted advisor to Workplace Services, Service Desk, Infrastructure, and IT Leadership teams by providing actionable insights that improve user productivity, device performance, application experience, and overall digital workplace health.

Key Responsibilities

Systrack Platform Management

• Design, deploy, configure, and maintain Systrack environment.
• Manage platform upgrades, patches, integrations, and operational health.
• Configure sensors, agents, dashboards, reporting modules, and data collection policies.
• Ensure platform scalability, security, and governance compliance.

Digital Employee Experience Monitoring

• Monitor user sentiment, endpoint health, application performance, and workplace experience metrics.
• Identify user experience degradation trends and recommend remediation actions.
• Establish DEX baselines and benchmark performance across regions, locations, and user groups.
• Conduct proactive analysis of endpoint and application performance issues.

Analytics & Reporting

• Create executive dashboards and operational reports.
• Develop KPI and SLA reporting for digital workplace services.
• Analyze:
• Endpoint performance
• Application latency
• Login performance
• Network experience
• Collaboration tools performance
• User productivity indicators
• Present data-driven recommendations to stakeholders.

Service Improvement & Optimization

• Lead experience improvement initiatives based on Systrack insights.
• Identify opportunities for automation and self-healing capabilities.
• Support Experience Level Agreement (XLA) initiatives.
• Drive reduction of recurring incidents through proactive remediation.

EUC & Workplace Transformation Support

• Support Windows 10/11 optimization initiatives.
• Assist Workplace Transformation and Modern Workplace programs.
• Provide end-user experience insights for M365, Teams, Citrix, Azure Virtual Desktop (AVD), and VDI environments.
• Participate in workplace modernization projects.

Incident & Problem Management

• Support Major Incident Management through real-time workplace analytics.
• Perform root cause analysis using Systrack data.
• Collaborate with Service Desk, Desktop Engineering, Network, and Infrastructure teams.
• Provide evidence-based recommendations for problem resolution.

Stakeholder Engagement

• Work with Service Delivery Managers, Workplace Architects, and Business Stakeholders.
• Conduct periodic service reviews.
• Present improvement opportunities and health metrics to leadership teams.
• Act as DEX platform advisor within the organization.

Technical Skills

Mandatory

• Hands-on experience with Systrack Digital Experience Monitoring Platform
• Strong understanding of:
• DEX (Digital Employee Experience)
• EUC Technologies
• Workplace Services
• IT Service Management (ITSM)
• Windows 10/11 Administration
• Microsoft 365 Administration
• Microsoft Teams Performance Analytics
• Endpoint Monitoring & Diagnostics
• Power BI Reporting
• ITIL Framework Knowledge

Required Competencies

Technical Competencies

• DEX Monitoring & Analytics
• Endpoint Performance Analysis
• Advanced Troubleshooting
• Data Analytics & Reporting
• Automation Identification
• Workplace Technology Expertise

Behavioral Competencies

• Strong stakeholder management
• Analytical thinking
• Problem-solving mindset
• Excellent presentation skills
• Customer-centric approach
• Continuous improvement focus