Nexthink SME

Responsibilities

Platform Ownership & Architecture:

• Design, implement, and evolve Nexthink architecture (cloud), including Collectors, data schema, flows, and multiregion rollout patterns.
• Define integration specs and complete secure integrations with ServiceNow, Intune/SCCM, Active Directory, and related telemetry pipelines.

Build, Automation & Operations:

• Develop and maintain custom dashboards, investigations, campaigns, and auto/selfhealing scripts triggered by Nexthink to remediate common endpoint issues.
• Establish data quality checks, endpoint coverage, and performance baselines; ensure telemetry flows from Windows/macOS endpoints per security and network design.
• Operationalize change through SIT/UAT, cutover runbooks, and hypercare, with clear exit criteria and KPIs.

Experience Measurement & XLA Governance:

• Configure HappySignals journeys and survey campaigns; map signals to IT services and personas; ingest results into EX dashboards for continuous improvement.
• Lead the shift from SLA XLA, combining Nexthinks real-time endpoint analytics with HappySignals Voice of Employee to guide improvement backlogs.

Stakeholder Engagement & Evangelism:

• Partner with Service Desk, EndUser Services, Security, and Product Owners to prioritize experience fixes and automate repetitive tasks.
• Produce CXOready reporting that connects technical health, employee sentiment, and business impact; present trends and recommendations periodically.
• Maintain knowledge base articles, operational SOPs, and platform documentation.

Required Skills & Experience

5+ years in enduser computing, endpoint analytics, or workplace engineering, with 3+ years handson in Nexthink (design, dashboards, investigations, campaigns, remediations).

Proven HappySignals experience: survey design, persona mapping, XLA definition, and EX reporting.

Strong experience integrating Nexthink with ServiceNow ITSM/EM, Intune/SCCM, and Active Directory; comfortable with REST APIs, webhooks, and data connectors.

Scripting for automation/selfhealing (PowerShell preferred; Python a plus).

Familiarity with DEX practices and workplace telemetry (boot time, crash rates, app responsiveness, compliance, green IT analytics).

Excellent stakeholder management, communication, and executive reporting skills.