Remote Itsm Analyst Jobs in Georgia (NOW HIRING)

JOB SUMMARY: 

The Digital Experience Analyst optimizes the end-user digital experience across the PC computing environment by analyzing telemetry, endpoint health, system performance, compliance indicators, and support trends. The role improves endpoint health, reduces user friction, and enables proactive remediation through automation, DEX platform capabilities, and cross-functional problem management. This position partners with technology owners, support teams, security, and vendors to strengthen compliance, resolve systemic issues, and improve overall user digital experience.

JOB REQUIREMENTS:

Technical Skills Required:

• Extensive knowledge of computer hardware, operating systems along with software and hardware configurations, and related network, server, and storage technologies
• Recognition of cyber security threats and risks, and importance of protecting the computing environment
• Ability to learn, research, and apply modern technologies while staying current on changing technology
• Superb diagnostic, troubleshooting, analysis, and problem-solving skills
• Scripting skills using system-level APIs and WMI, preferably with PowerShell
• Hands-on experience with Digital Employee Experience (DEX) platforms, including remote actions, scripts, dashboards, custom queries, and platform query language such as NQL
• Endpoint management tooling experience, including MECM/SCCM, Intune or equivalent tools, client health troubleshooting, package and deployment workflows, driver lifecycle, and OEM update governance
• Experience integrating telemetry or automation platforms with ITSM systems using REST APIs, JSON payloads, and token-based authentication
• Familiarity with DEX campaign capabilities, including parameterized campaign functions that enable build-once, scale-to-many flexibility
• Ability to define, track, and report digital experience metrics, endpoint compliance, risk indicators, device health, performance, stability, ticket deflection, and user sentiment
• Understanding of automation and remote action governance, including testing, approval, change control, execution safeguards, rollback planning, and post-deployment validation

Non-Technical Skills Required

• Excellent oral, written, technical, executive-facing, and governance communication skills
• Respond to support needs in a timely fashion with excellent customer service
• Works well with geographically dispersed teams, support teams, technology owners, vendors, and business stakeholders to drive adoption and validate user experience improvements
• High degree of focus on quality, reliability, efficiency, and cost effectiveness
• Flexible, self-motivated, able to prioritize multiple demands, adapt to changing direction, work with minimal supervision, and remove obstacles to success
• Ability to assess the impact of changes and quantify risk to ensure appropriate business decisions are made
• Will travel as needed 
• Exhibit "Our Values" attributes in all business interactions
• Community engagement and thought leadership (user groups, conference speaking, vendor relationships)

Education and Experience Requirements

• 4-yr Bachelor's degree in a computing or engineering field is preferred
• Minimum of 5 years of experience in an IT related field

MAJOR JOB RESPONSIBILITIES:  

• Serves as an escalation point for advanced workstation, operating system, endpoint, and digital experience issues, coordinating with vendors and cross-functional teams to resolve complex or systemic problems
• Coordinates with field support teams on workstation and operating system issues impacting at scale
• Identifies recurring issues and systemic patterns from telemetry, incidents, and support trends, then coordinates root cause analysis, corrective actions, compliance remediation, and risk reduction
• Develops, maintains, and reviews support documentation, knowledgebase articles, communications, and support guidelines to ensure accuracy and effectiveness
• Collaborates with Architects and Engineers to define technical standards, deliver solution designs, develop test plans, and support deployment testing for workstation technologies
• Operates as a Subject Matter Expert (SME) and performs operational activities and systems management for Workplace Technologies services
• Owns and governs the DEX platform across the device fleet, including configuration, access governance, capability enablement, platform issue resolution, roadmap alignment, and integrations with ITSM and enterprise systems
• Identifies, designs, builds, and governs automation, remote actions, telemetry dashboards, queries, scripts, and self-healing capabilities to improve device health, compliance, experience metrics, ticket deflection, and operational outcomes
• Keeps current on industry trends, research, and emerging technologies to identify opportunities for automation, process improvement, and better user experiences
• Engages support teams, technology owners, vendors, and business stakeholders to validate user experience issues, communicate improvements, increase use of platform capabilities, and drive adoption of digital experience capabilities
• At the senior level, oversees DEX strategy, governance, cross-functional initiatives, platform roadmap planning, and executive-level reporting