Senior Digital Employee Experience (DEX) Analyst

CDM Smith•Boca Raton, FL

9d•Hybrid

About The Position

CDM Smith is seeking a Senior Digital Employee Experience (DEX) Analyst to join the Business Technology team. This individual plays a key role in strengthening CDM Smith’s Digital Employee Experience (DEX) by monitoring endpoint performance, identifying systemic issues, and supporting data-driven improvements across our technology environment. This role partners closely with the Service Desk, End-user Computing (EUC), Business Technology, and Digital Engineering teams to proactively improve device health, stability, and user experience through analytics, automation, and modern endpoint monitoring platforms. This role is hybrid, with 3 days per week required in the Boca Raton office and 2 days per week remote.

Requirements

Demonstrated experience supporting and administering enterprise Digital Employee Experience (DEX) platforms, including solutions such as Nexthink, ControlUp, SysTrack, Aternity, Tanium, or similar technologies, is required.
Knowledge of automation opportunities in ServiceNow, Intune, or endpoint analytics frameworks.
Understanding of ITIL processes and proactive endpoint management methodologies.
Good communication and interpersonal skills.
Bachelor's degree.
4 years of related experience.
Equivalent additional directly related experience will be considered in lieu of a degree.

Nice To Haves

ServiceNow integration with DEX platforms.
Experience with Power BI or similar visualization tools.

Responsibilities

Monitors enterprise endpoint health and performance, using DEX telemetry to proactively identify issues before users report incidents. (CPU, memory, disk, boot times, crashes)
Analyzes DEX telemetry, performance trends, and user sentiment to produce leadership ready dashboards and reports, administer DEX platforms, manage telemetry integrations, and oversee loaner device readiness and experience standards in collaboration with cross functional teams.
Delivers high touch technical support for Executive and VIP users with rapid response, priority handling, and proactive system monitoring.
Validates operational improvements through before-and-after analysis, proactively identifying recurring experience issues and partnering with Service Desk and EUC teams to reduce incidents before users open tickets.
Manages small to mid-sized projects in endpoint analytics, digital experience, automation, and performance improvement by coordinating stakeholders, overseeing deliverables, escalating risks, and driving proof-of-concept and solution design.
Ensures work aligns with CDM Smith IT processes while maintaining accurate documentation for dashboards, analytics, workflows, and remediation playbooks.
Identifies opportunities to enhance digital experience through process improvements, automation, telemetry optimization, and knowledge updates, while sharing insights and collaborating across teams to advance CDM Smith’s Digital Employee Experience maturity.
Performs other duties as required.