Job Information
Winning DWP- Digital Experience Management Data Expert in Lisbon, Portugal
Overview:
Transform the Digital Workplace with us! The mission of the “Digital Workplace” unit in IT Digital Foundation (IT DF) is to deliver a modern and “Touchless” IT service experience for our end users, enabling them to focus on creating business value. We are looking for a skilled and enthusiastic Digital Experience Management Data Expert to join our team and help shape smart and productive workplaces through the Digital Experience Management Service (DEM). This is a core service within the Digital Workplace Value Center, and you will play a vital role in connecting the service with automation excellence and data insights.
Main Tasks:
Lead and coordinate initiatives to resolve critical issues affecting the performance and availability of IT services and systems.
Act as a bridge between service teams, providers, and business units, facilitating communication and collaboration to ensure timely, effective solutions.
Monitor, report, and provide feedback on the progress and outcomes of initiatives aimed at improving onboarded DEM services.
Perform detailed analysis of issues and pain points, leveraging data to uncover correlations, root causes, and impacts.
Analyze day-to-day data to identify patterns and prevent end-user issues, working toward a proactive IT environment.
Collaborate with service teams and automation tooling experts to enhance service quality through automation initiatives (e.g., proactive alerts, anomaly detection, resolution).
Collect and leverage data to improve user experience across all DEM services.
Oversee and manage day-to-day IT operations and applications of IT systems within the onboarded DEM services.
Create reports and dashboards in PowerBI and other data tools to provide actionable insights.
Technical Skills:
Bachelor's Degree in Computer Science, Information Technology, or related fields.
At least 3 to 4 years of proven experience working with digital experience management tools and data architecture within the IT sector (experience in the digital workplace is a plus).
Strong knowledge of IT infrastructure and applications, particularly Windows device management.
Experience designing, implementing, and optimizing IT services.
Proficiency in creating reports and dashboards using PowerBI or similar data tools.
Understanding of automation and anomaly detection techniques in IT service management.
Soft Skills:
Strong presentation and communication skills with the ability to present complex issues to various levels of stakeholders.
Excellent problem-solving and critical thinking abilities.
Ability to work in a fast-paced environment while managing and driving multiple initiatives.
Strong written and verbal communication skills with medium-high proficiency in English (speaking, reading, and writing).
Passion for technology and a strong execution mindset.
Entrepreneurial spirit and growth mindset with a focus on end-user satisfaction and end-to-end responsibility.
Ability to collaborate effectively across teams, enabling the delivery of value through communication and mutual support.
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