Project Information:
This is for platform transformation and modernisation to long term managed services with multiple tools to enable extensive automation.
The program will drive step change improvements for the client's health care community, introducing AI, personalisation, a modernised support ecosystem, better analytics and automation.
Under this project, Kyndryl will help customer to completely replace the old ITSM tool and integrate other tools with ServiceNow and help deploy and integrate endpoint automation with Aternity and Microsoft SCCM.
Job Summary
As an Analytics Assessment Architect, you will leverage digital experience management tools like Aternity to analyze ITSM data and enhance end-user experience. Your role involves performing advanced data analysis to identify patterns and trends, collaborating with clients and internal teams to understand needs, and developing strategic recommendations to improve service delivery and user satisfaction. With a strong background in service desk operations, you will monitor performance metrics, provide actionable insights, and propose improvements based on data findings. Additionally, you will support teams through training, ensure compliance with policies, and drive continuous improvement initiatives to optimize user experience and service operations.
Job Responsibilities
- Tool Utilization and Integration
- Leverage digital experience management tools (e.g., Aternity, Nexthink) to gather and analyze ITSM data related to end-user experience.
- Integrate and correlate data from various sources to provide comprehensive insights into user experience and service performance.
- Analytics and Data Correlation
- Perform advanced data analysis to identify patterns, trends, and anomalies in end-user experience and IT service management.
- Utilize analytics tools to generate actionable insights and recommendations for improving user experience and operational efficiency.
- Client and Stakeholder Collaboration
- Work closely with clients and internal teams to understand business needs and objectives related to end-user experience.
- Facilitate workshops and meetings to gather requirements, present findings, and discuss recommendations for action.
- Recommendation Development
- Develop and present strategic recommendations based on analytics findings to improve end-user experience and service delivery.
- Propose actionable plans to address identified issues and enhance overall service desk operations and user satisfaction.
- Service Desk Operations
- Leverage extensive knowledge of service desk processes and operations to inform analysis and recommendations.
- Collaborate with service desk teams to implement and monitor changes based on analytics insights.
- Performance Monitoring and Reporting
- Create and maintain dashboards and reports to track performance metrics and progress against improvement initiatives.
- Regularly review and report on key performance indicators (KPIs) related to end-user experience and service desk operations.
Job Requirements
- A bachelor's degree or equivalent in IT, computer science, engineering, or related field.
- Extensive experience (typically 5+ years) working with digital experience management tools such as Aternity ( preferable ) or Nexthink/Systrack/Lakeside/Tanium (DEM/EX Tool)
- Proven experience in analysing ITSM data and providing actionable recommendations to improve end-user experience.
- Strong background in service desk operations, including process management and improvement.
- Proficiency in using digital experience management tools for data collection, analysis, and reporting.
- Strong analytical skills with experience in data correlation, pattern recognition, and generating insights.
- Experience with data visualization and analytics tools (e.g., Power BI, Tableau, Excel).
- Familiarity with ITSM processes and best practices. Ability to interpret complex data sets and identify key trends, issues, and opportunities for improvement.
- Strong problem-solving skills with a track record of developing and implementing data-driven solutions
- Strong team player, and the ability to work collaboratively and independently.
- Proficient in Microsoft Office applications, such as Word, Excel, PowerPoint, etc.
- Fluent in English
- Based in Singapore
