EUC Transformation Consultant (Nexthink & ServiceNow)

Position : EUC Transformation Consultant

Location: Phoenix, AZ - Onsite Role (5 days)

Key Skill Areas


EUC Proactive Servicing Expert


The candidate must have already built or transformed an EUC proactive servicing model (not someone learning it for the first time) and should have strong understanding of:

• Predictive and preventative servicing

• Device health analytics

• Self-healing and automation

• Hidden demand detection (users "suffering in silence")

Nexthink Specialist

• Deep experience with Nexthink FLOW

• Strong hands-on experience with Remote Actions

• Ability to design and deploy automation use cases at scale

• Good understanding of experience scoring and endpoint analytics

ServiceNow Operational Enablement

• Experience deploying operational workflows

• Ability to measure adherence, compliance, and value creation

• Ensures ServiceNow supports proactive behaviors, not just reactive ticketing

Job Description


We are seeking an experienced EUC Proactive Servicing, Compliance, and Colleague Experience Transformation Consultant to evolve the End User Computing servicing model into a predictive, proactive, and preventative operating model.


This role focuses on automation, experience-led servicing, live servicing channel optimization, and compliance improvement across a large enterprise environment.


A core responsibility is understanding the colleague journey, including identifying colleagues who experience friction or degradation but do not raise incidents ("suffering in silence"). The consultant will ensure proactive servicing reduces avoidable demand on live support channels while improving compliance outcomes.

Key Responsibilities


Proactive Servicing Strategy and Operating Model

• Assess the current EUC proactive servicing model, tools, workflows, and outcomes

• Assist in designing a future-state predictive, proactive, and preventative servicing operating model

• Define how proactive servicing integrates across remote, localized, and onsite support teams

Live Servicing Channel Optimization

• Analyze live servicing channels (walk-up, chat, phone) to identify avoidable demand

• Design proactive and automated interventions to reduce live channel ticket volumes

• Embed automation and self-healing to prevent issues from reaching live support

• Define metrics to measure ticket deflection, demand reduction, and colleague impact

Colleague Journey and Experience

• Map the end-to-end EUC colleague journey

• Identify friction, degradation, and recurring pain points

• Detect issues not reported through traditional support channels

• Combine colleague insights with device health, compliance, and servicing data to surface hidden demand

• Use colleague experience to prioritize proactive servicing and automation use cases

Automation, Nexthink, and Compliance Enablement

• Operationalize proactive remediation using Nexthink FLOW and Remote Actions

• Design automation use cases addressing experience degradation and compliance issues

• Embed proactive remediation to resolve compliance gaps before manual intervention

ServiceNow Operational Enablement

• Provide guidance on ServiceNow operational deployment

• Measure adherence, compliance, and operational effectiveness

• Track value creation through ticket reduction and compliance improvement

• Ensure ServiceNow supports proactive servicing and compliance behaviors

Required Qualifications

• Proven experience implementing EUC or Digital Workplace proactive servicing models

• Demonstrated success reducing live support demand through automation and proactive remediation

• Strong hands-on experience with Nexthink FLOW and Remote Actions

• Operational experience deploying and driving adoption of ServiceNow

• Experience improving compliance outcomes through proactive and automated servicing

• Experience delivering transformational change in large, complex organizations

Preferred Qualifications

• Consulting background with both strategic and hands-on delivery experience

• Experience with Digital Employee Experience (DEX) platforms and endpoint analytics

• Strong ability to translate technical and compliance outcomes into measurable business value