Source description
About the role
As a CISS-DWS-UXM Consultant at Digital Workplace Services, your role involves specializing in measuring and improving how employees interact with digital tools. You will be responsible for the following core responsibilities: - Experience Monitoring & Analytics: Utilizing tools like Nexthink, IE, Microsoft Analytics, or Lakeside to proactively identify hardware or software performance "pain points" before they result in a support ticket. - Persona & Journey Mapping: Categorizing employees into personas and mapping their digital journeys to identify gaps in productivity or high friction points. - Strategy & Architecture: Designing the target state for a digital workplace in a user-centric way rather than just technically configured. - Change & Adoption Management: Designing communication and training strategies to ensure employees adopt and benefit from new technologies. - Governance & Standardization: Establishing rules for naming, versioning, and automated workflows to prevent "tool fragmentation" and disorganized data. - Stakeholder Liaison: Acting as a bridge between business leaders and IT teams, translating technical data into actionable business insights. To excel in this role, you need a unique mix of high-level data analysis, technical platform expertise, and organizational strategy. You must be an expert in Digital Employee Experience (DEX) monitoring tools such as Nexthink or Lakeside SysTrack and have proficiency in platforms like ServiceNow, Okta, Azure AD, and M365. You should also be able to design and measure Experience Level Agreements (XLAs) and have skills in user research, psychology, and stakeholder influence. Additionally, you should possess strong soft skills including engineering leadership, curiosity to learn AI tools, communication, teamwork, adaptability, analytical mindset, mentoring, and an automation-first approach. Certifications and trainings critical for this role include Certified Nexthink Expert, Certified Nexthink Professional in DEX Management, Lakeside SysTrack Specialist, Qualtrics XM for Employee Experience Expert, as well as certifications in Human-Centred Design & UX Foundations. AI/ML trainings such as scenario simulation with AI and AI-assisted slide generation are also beneficial for this position. As a CISS-DWS-UXM Consultant at Digital Workplace Services, your role involves specializing in measuring and improving how employees interact with digital tools. You will be responsible for the following core responsibilities: - Experience Monitoring & Analytics: Utilizing tools like Nexthink, IE, Microsoft Analytics, or Lakeside to proactively identify hardware or software performance "pain points" before they result in a support ticket. - Persona & Journey Mapping: Categorizing employees into personas and mapping their digital journeys to identify gaps in productivity or high friction points. - Strategy & Architecture: Designing the target state for a digital workplace in a user-centric way rather than just technically configured. - Change & Adoption Management: Designing communication and training strategies to ensure employees adopt and benefit from new technologies. - Governance & Standardization: Establishing rules for naming, versioning, and automated workflows to prevent "tool fragmentation" and disorganized data. - Stakeholder Liaison: Acting as a bridge between business leaders and IT teams, translating technical data into actionable business insights. To excel in this role, you need a unique mix of high-level data analysis, technical platform expertise, and organizational strategy. You must be an expert in Digital Employee Experience (DEX) monitoring tools such as Nexthink or Lakeside SysTrack and have proficiency in platforms like ServiceNow, Okta, Azure AD, and M365. You should also be able to design and measure Experience Level Agreements (XLAs) and have skills in user research, psychology, and stakeholder influence. Additionally, you should possess strong soft skills including engineering leadership, curiosity to learn AI tools, communication, teamwork, adaptability, analytical mindset, mentoring, and an automation-first approach. Certifications and trainings critical for this role include Certified Nexthink Expert, Certified Nexthink Professional in DEX Management, Lakeside SysTrack Specialist, Qualtrics XM for Employee Experience Expert, as well as certifications in Human-Centred Design & UX Foundations. AI/ML trainings such as scenario simulation with AI and AI-assisted slide generation are also beneficial for this position.