Senior Technical Specialist (DEX)

The Senior Technical Specialist is a pivotal role responsible for implementing and using digital employee experience (DEX) tool(s) to continuously measure and improve employee experience (EX) with technology and the evolution of our AI strategy. You will work on a range of strategic, highly visible projects with employee technology and adjacent functions, designing and implementing analytics and new operating models, which enable organisational transformation. You will drive the use of data-driven insights to support an AI-enabled workforce.

About the Role:

You’re a fit for the role of Senior Technical Specialist (DEX) if your background includes: 

As part of the core DEX team, manage the DEX life cycle:

• Assess needs and develop use cases.
• Build and maintain digital personas and journey maps.

• Measure and publish reports on DEX scores, including technology performance and adoption and employee sentiment.

• Monitor technology performance and adoption across enterprise technology.

• Integrate qualitative and quantitative data sources into effective data visualizations to assess digital employee satisfaction and engagement levels. 

• Leverage actionable insights and intelligence to understand causes of digital friction and optimise employee productivity.

• Act on insights in the form of automated self-healing or reinforcing employee behavioral change

• Iterate to continuously improve business outcomes.
• Integrate DEX tool sentiment functionality and measures into employee listening processes and tools.
• Partner with cross-functional teams to understand technology dependence and workflows; identify how DEX tools can monitor and proactively improve core business activities.
• Measure and set business outcomes, KPIs, experience-level agreements (XLAs) and objectives and key results (OKRs).
• Ensure that the most important enterprise technologies (devices and applications) are supported by the DEX tool.
• Stay up to date on best practices defined for the DEX tool.
• Leverage and mentor IT champions and enablement agents to communicate new capabilities and gather employee feedback.
• Align DEX strategy to promote workforce digital dexterity, agile approaches like continuous endpoint engineering and the elimination of administrative overhead through automation.
• Educate IT operations staff on technical skills and best practices related to DEX.

About you:

You're a fit for the role of Senior Technical Specialist (DEX) if your background includes:

• 6 to 10 years of experience within a large, complex and multinational organization.

• 5 years of experience implementing DEX tools to enable proactive endpoint management with associated analytics and automation.
• 5 years' experience with Database/Data Warehouse technologies such as RedShift, PostgreSQL or Snowflake

• Experience with structured data analytics and reporting platforms and data visualization tools (PowerBI or Tableau)

• Experience using automation and scripting tools and languages (e.g., PowerShell, Bash, Python).

• Experience with establishing a digital persona and journey mapping.
• Experience with standard IT operations frameworks (e.g., ITIL).

• Knowledge of machine learning/data science theory, techniques, and tools

• Working knowledge of:
  • ITSM platforms
  • Digital experience and network performance monitoring tools such as Nexthink
  • Desktop and application virtualization
  • Endpoint management and security tools
  • Identity and access management (IAM) tools
  • Microsoft Windows
  • Apple macOS
  • Microsoft 365 and Google Workspace
  • Generative AI (GenAI)
• Passionate about DEX and cognizant of the latest digital trends.
• Deployment, feature validation and maintenance.
• Configuration and customization.
• Alignment with business and IT requirements.
• Reporting and dashboards.

• Develop persona/role-based dashboards delivering actionable insights.
• DEX product roadmap planning and vendor relationship management.

• Integration with IT service management (ITSM) platforms, self-service catalog (ServiceNow), agentic capabilities, endpoint management and security tools.

• Create, publish and communicate knowledgebase articles related to the use of DEX tools and related automation/self-healing techniques.

• Integrate DEX into various IT processes (e.g., ITSM, SecOps, DevOps, IT operations management [ITOM], IT asset management [ITAM], etc.) to improve quality and stability of technology and services.

• Collaborate with employee technology engineering and IT security teams to support endpoint security and compliance, configuration, patching and vulnerability management processes.

• Collaborate with operations, asset management and procurement teams to optimize technology refresh life cycles based on consumption rather than time.

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What’s in it For You?

• Hybrid Work Model: We’ve adopted a flexible hybrid working environment (2-3 days a week in the office depending on the role) for our office-based roles while delivering a seamless experience that is digitally and physically connected.

• Flexibility & Work-Life Balance: Flex My Way is a set of supportive workplace policies designed to help manage personal and professional responsibilities, whether caring for family, giving back to the community, or finding time to refresh and reset. This builds upon our flexible work arrangements, including work from anywhere for up to 8 weeks per year, empowering employees to achieve a better work-life balance.

• Career Development and Growth: By fostering a culture of continuous learning and skill development, we prepare our talent to tackle tomorrow’s challenges and deliver real-world solutions. Our Grow My Way programming and skills-first approach ensures you have the tools and knowledge to grow, lead, and thrive in an AI-enabled future.

• Industry Competitive Benefits: We offer comprehensive benefit plans to include flexible vacation, two company-wide Mental Health Days off, access to the Headspace app, retirement savings, tuition reimbursement, employee incentive programs, and resources for mental, physical, and financial wellbeing.

• Culture: Globally recognized, award-winning reputation for inclusion and belonging, flexibility, work-life balance, and more. We live by our values: Obsess over our Customers, Compete to Win, Challenge (Y)our Thinking, Act Fast / Learn Fast, and Stronger Together.

• Social Impact: Make an impact in your community with our Social Impact Institute. We offer employees two paid volunteer days off annually and opportunities to get involved with pro-bono consulting projects and Environmental, Social, and Governance (ESG) initiatives.

• Making a Real-World Impact: We are one of the few companies globally that helps its customers pursue justice, truth, and transparency. Together, with the professionals and institutions we serve, we help uphold the rule of law, turn the wheels of commerce, catch bad actors, report the facts, and provide trusted, unbiased information to people all over the world.

About Us

Thomson Reuters informs the way forward by bringing together the trusted content and technology that people and organizations need to make the right decisions. We serve professionals across legal, tax, accounting, compliance, government, and media. Our products combine highly specialized software and insights to empower professionals with the data, intelligence, and solutions needed to make informed decisions, and to help institutions in their pursuit of justice, truth, and transparency. Reuters, part of Thomson Reuters, is a world leading provider of trusted journalism and news.

We are powered by the talents of 26,000 employees across more than 70 countries, where everyone has a chance to contribute and grow professionally in flexible work environments. At a time when objectivity, accuracy, fairness, and transparency are under attack, we consider it our duty to pursue them. Sound exciting? Join us and help shape the industries that move society forward.

As a global business, we rely on the unique backgrounds, perspectives, and experiences of all employees to deliver on our business goals. To ensure we can do that, we seek talented, qualified employees in all our operations around the world regardless of race, color, sex/gender, including pregnancy, gender identity and expression, national origin, religion, sexual orientation, disability, age, marital status, citizen status, veteran status, or any other protected classification under applicable law. Thomson Reuters is proud to be an Equal Employment Opportunity Employer providing a drug-free workplace.

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