The Opportunity: We are seeking an experienced Technical Lead to support and enhance our client’s enterprise Digital Employee Experience (DEX) and device health monitoring program. This role is responsible for leveraging platforms such as Nexthink to proactively identify, diagnose, and resolve issues before they impact colleague productivity. The ideal candidate has strong ServiceNow expertise and an understanding of ITSM principles to seamlessly integrate insights into workflows, streamline service operations, and improve the end-user experience.

Role: Technical Lead (Digital Experience & Device Health)
Experience: 6-9 Years
Work Location: Phoenix, AZ
Project Duration: 12+ Months Contract

Key Responsibilities
Digital Experience & Device Health Leadership

Lead the proactive servicing program to prevent end-user issues and enhance overall colleague device experience.
Serve as the technical SME for Nexthink and other monitoring platforms.

Monitoring & Automation

Use device health data to identify patterns, automate remediation, and drive continuous performance improvements.
Develop and maintain dashboards, remote actions, and proactive workflows.

ServiceNow Integration

Embed proactive insights into ServiceNow to enable workflow automation, incident deflection, and effective problem management.
Partner with ServiceNow teams to optimize related modules and processes.

Performance & Reporting

Define, monitor, and report on KPIs aligned to proactive servicing, device health, and service delivery outcomes.
Analyze sentiment, telemetry, and operational data to drive recommendations and improvements.

Tool Optimization

Enhance the utilization of Nexthink capabilities including NQL, campaigns, role-based dashboards, and integration with service workflows.

Required Skills & Experience
Technical Expertise

Hands-on experience with Nexthink, including dashboards, NQL queries, campaigns, remote actions, and data modeling.
Familiarity with DEX (Digital Employee Experience) tooling is a plus.

ServiceNow / ITSM

Strong working knowledge of ServiceNow (Incident, Problem, Change, Knowledge, ITOM, ITAM).
Understanding of ITIL or ITSM frameworks and process best practices.

Analytics & Reporting

Ability to work with large datasets to identify trends and produce clear insights.
Experience translating operational data into meaningful recommendations.

Additional Competencies

BI reporting familiarity
Functional Testing experience
Strong troubleshooting and problem-solving ability
Proven experience in Incident Management

Technologent is an Equal Opportunity Employer -- EEO/AA Employer/Vet/Disabled -- for reasonable accommodations, please contact us at hr@technologent.com

Technologent is a Global Provider of Edge-to-Edge℠ Information Technology Solutions and Services for Fortune 1000 and SMB companies. We offer a unique blend of business practices that are aligned to solve for top CIO concerns. Our core competencies focus on data center infrastructure, business continuity, data protection, service automation and orchestration, continuous intelligence, monitoring, connectivity, collaboration and cybersecurity. These practices are supported by our professional services, digital transformation services and financial services offerings. By providing custom solutions and services designed to fit your business needs, we enable your organization to be more agile, responsive and competitive. Technologent empowers your company to ascend to the next level in IT.

Headquartered in Irvine, CA, Technologent has offices throughout the US and proudly serves clients around the world. When partnering with Technologent, organizations benefit from the highest caliber of professionals, committed to delivering exceptional business outcomes backed by unmatched service and support.