DEM_Technical Services Engineer

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.