IT Analyst, Digital Experience

Ferrara•Chicago, IL

1d•Hybrid

About The Position

Technology powers Ferrara’s transformation of iconic brands into a world-class global business. Following a successful S/4HANA go-live, our IT organization is leading the next phase of digital evolution—scaling platforms, advancing data and analytics, and partnering closely with the business to deliver measurable impact. This is a chance to join a highly innovative IT team with strong executive sponsorship and influence across the enterprise. The IT Analyst, Digital Experience is an IT-owned role responsible for monitoring, analyzing, and improving employees’ experiences with enterprise technology, devices, applications, and digital services. This position sits within IT and works closely with Infrastructure, End User Computing, Service Desk, Information Security, and HR partners to ensure workplace technology is reliable, performant, and user-centric. The IT Analyst, Digital Experience leverages data from endpoint, application, and experience monitoring to proactively identify issues, improve service quality, and support IT transformation initiatives.

Requirements

Bachelor’s degree in Information Technology, Computer Science, Information Systems, or equivalent practical experience
2–4 years of experience in IT operations, end-user computing, digital experience monitoring, or IT analytics
Experience working with endpoint management, application monitoring, or DEX platforms
Strong analytical skills with experience building dashboards and reports (e.g., Power BI, Tableau, Excel, PowerPoint)
Solid understanding of IT service management principles and operational workflows
Ability to translate technical data into clear insights for IT and business stakeholders
Proactive, operations-focused mindset
Strong problem-solving and root cause analysis skills
Data-driven decision-making
Cross-functional collaboration within IT
Continuous improvement and service excellence focus

Nice To Haves

Hands-on experience with DEX platforms such as Nexthink, Microsoft Viva Insights, Aternity, or similar tools
Familiarity with ITSM tools (e.g., ServiceNow) and ITIL practices
Experience with endpoint performance, device health, and application telemetry
Knowledge of Windows, macOS, mobile device management, and enterprise collaboration platforms
Exposure to automation, scripting, or data querying (e.g., PowerShell, SQL)

Responsibilities

Monitor and analyze digital experience data across endpoints, applications, collaboration tools, and network services
Identify performance, stability, and usability issues impacting employee productivity and satisfaction
Develop and maintain digital experience (DEX) metrics, KPIs, and dashboards aligned to IT service and experience outcomes
Provide actionable insights to IT teams to reduce incidents, improve Mean Time to Resolution (MTTR), and increase proactive issue resolution
Partner with End User Computing, Infrastructure, Service Desk, and Application teams to prioritize and remediate experience issues
Support IT service management (ITSM) processes by integrating DEX insights into incident, problem, and change management
Measure and track the employee impact of technology changes, upgrades, and rollouts
Conduct root cause analysis using endpoint and experience telemetry data
Support adoption and optimization of collaboration and productivity tools (e.g., Microsoft365, endpoint devices, SaaS platforms)
Produce regular reports and executive-level summaries on digital experience health and trends