Program Management

Contractor Role: Proactive Servicing Technical Lead (Backfill)Role OverviewWe are seeking a self-starter with strong technical expertise to support and advance our proactive servicing program. This individual will leverage advanced monitoring platforms-such as Nexthink and other device health monitoring tools-to anticipate, detect, and remediate issues before they impact colleague productivity.A solid understanding of ServiceNow and IT Service Management (ITSM) principles is essential for integrating proactive insights into workflows, ensuring service delivery compliance, and meeting key performance indicators (KPIs) related to proactive servicing and problem management.Key ResponsibilitiesTechnical Lead of the Proactive Servicing Program: Manage and continuously enhance proactive servicing across the organization, with a focus on preventing end-user issues and improving colleague experience.Enterprise Device Health Program: Act as the technical lead, leveraging Nexthink and other monitoring tools to identify trends, automate remediation, and drive continuous performance improvements.ServiceNow Integration: Embed proactive servicing insights into ServiceNow, enabling seamless workflow automation, incident deflection, and effective problem management.Performance Monitoring: Define, track, and report on KPIs for service delivery, proactive interventions, and device health, aligned to ITIL/ITSM frameworks.Tool Optimization: Maximize the value of device health monitoring platforms (e.g., Nexthink) for troubleshooting, remote actions, and preventative measures by support teams and engineers.Data Analysis & Insights: Analyze device health data, sentiment data, and operational metrics to provide predictive insights and actionable recommendations that inform strategic decisions.Skills & AttributesTechnical ExpertiseDeep understanding and hands-on experience with device health monitoring tools, especially Nexthink.Familiarity with other DEX (Digital Employee Experience) tools is a strong plus.ServiceNow & ITSM KnowledgeStrong working knowledge of ServiceNow modules (Incident, Problem, Change, Knowledge, ITOM, ITAM).Solid grasp of ITIL or related ITSM best practices.Analytical SkillsAbility to work with large datasets, spot trends, and create actionable insights.Proven track record of producing clear, meaningful reports and dashboards.Problem-SolvingExceptional analytical, critical thinking, and troubleshooting skills.Tool-Specific CompetenciesNexthink: NQL, dashboards, campaigns, remote actions, data model knowledge.ServiceNow: Reporting, dashboarding, and data model understanding.