Technical Analyst

Technical Analyst-Nexthink Admin

Job Title: Requirements Proactive Engineer – External Recruitment

Background: Exciting opportunities have arisen for a prestigious US customer to be served from Computacenter, India.

Objective: Work closely with Customer teams within the Customer’s NexThink instance to proactively prevent and remediate end user experience issues. The role involves implementing tactical improvements through proactive incidents and problems, always in the context of the end user, their experience of IT, and therefore productivity for the business. 

The Customer operates from 08:00 to 17:00 US Eastern Time. Successful candidates will take day to day instruction from the Customer but be supported by local management and be members of the Computacenter’s wider analytics team.

Duties

• Carry out proactive investigations based on real time ticket data and service desk feedback.
• Identify & assess opportunities for automations & remote actions based on the customer environment to create a pipeline of opportunities.
• Implement and test the agreed delivery of automations & remote actions which may be relevant for implementation on a customer.
• Monthly reporting of opportunities identified from data which provide additional customer value.
• Work in conjunction with projects teams to drive better, data driven outcomes and adoption through specific dashboards and insight.
• Assess performance-risking changes for impact on the end user experience management baselines and advise change implementors accordingly.
• Skills / Knowledge
• Knowledge of automation & analytics tools
• Excellent analytical and problem-solving skills and a willingness to understand the business context
• Ability to interpret data and present it in a non-technical way.
• Capable of managing concurrent initiatives.
• Self-starter and ability to work under own initiative.
• Ability to prioritise workload and work well under pressure.
• Experience in a of working within a Wintel, Remote Desktop team or similar team
• Strong communication skills.
• Ability to work to strict deadlines.
• Ability to work across multi-disciplined teams.
• Digital Experience Monitoring or similar end-user experience driven functions
• Knowledge in virtualization and system and network administration preferred
• 1 year minimum experience to create NXQL queries and have ability to analyse and propose corrective action
• 1 year minimum of experience with Nexthink
• Should have worked in Act and Engage modules (to work on remote actions / campaigns, dashboards, proactive investigations, etc.). –must
• detailed knowledge on Nexthink Portal.
• Ability to create a custom dashboard.
• scripting knowledge or Remote Actions.
• Experience on Nexthink Finder
  Ability to perform any proactive analysis
• Apex nexthink integrations with servicenow
• Should know  about data enricher & chatbot integration
•  Experience with Microsoft PowerBI Desktop
• Experience in cloud transition different platforms (AWS, Azure, etc.) an advantage