Senior Endpoint Analyst; DEX

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Where it’s a priority that the company takes good care of you and your family. Our employees are the heart of our company. As an employer of choice, our goal is to provide a challenging, progressive and inclusive work environment which fosters personal leadership, career growth and development for every employee. We value passionate individuals who challenge the norm, deliver world‑class solutions and bring diverse perspectives.

Join our team, and together we will make a difference and change the world.

CDM Smith is seeking a Senior Software Systems Specialist (DEX) 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.
• 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. Provides some face‑to‑face endpoint support in the Boston office.
• 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.

• Bachelor’s degree.
• 4 years of related experience.
• Equivalent additional directly related experience will be considered in lieu of a degree.

• Service Now integration with DEX platforms.
• Experience with Power BI or similar visualization tools.

5%

Domestic and/or international travel may be required. The frequency of travel is contingent on specific duties, responsibilities, and the essential functions of the position, which may vary depending on workload and project demands.

• Experience with DEX platforms such as Nexthink, Sys Track, Control Up, Aternity or similar platforms.
• Knowledge of automation opportunities in Service Now, Intune, or endpoint analytics frameworks.
• Understanding of ITIL processes and proactive endpoint management methodologies.
• Good communication…