Nexthink Engineer; XLA Analyst

Position: Nexthink Engineer (XLA Analyst)
Location: Chesterfield

XLA Analyst
Position Summary
The XLA Analyst is responsible for measuring, analyzing, and improving the digital employee experience by leveraging Experience Level Agreements (XLAs), Digital Employee Experience (DEX) platforms, operational analytics, and user feedback. This role partners with Technology, Workforce Enablement, Service Management, Infrastructure, and Business teams to identify experience gaps, uncover productivity friction, and drive data-driven improvements that enhance employee satisfaction, productivity, and business outcomes.

Key Responsibilities
Experience Measurement & Analytics

• Develop, maintain, and evolve XLA frameworks, experience scorecards, and success metrics.
• Analyze employee experience data from DEX platforms, surveys, service management tools, and operational systems.
• Establish experience baselines and identify opportunities for improvement.
• Track and report experience trends across devices, collaboration tools, applications, network services, and support functions.
• Measure business impact associated with experience improvements.

Reporting & Insights

• Build executive dashboards and operational reporting for leadership teams.
• Translate complex data into actionable insights and recommendations.
• Present trends, risks, and improvement opportunities to stakeholders.
• Develop recurring scorecards highlighting experience performance across services.

Experience Improvement Programs

• Identify productivity blockers and experience pain points.
• Partner with service owners to create improvement plans.
• Measure the effectiveness of improvement initiatives and validate outcomes.
• Support continuous improvement initiatives aligned to Workforce Experience and EMM objectives.

Stakeholder Engagement

• Collaborate with Infrastructure, Service Desk, End User Computing, Collaboration, Security, and Application teams.
• Facilitate workshops to identify experience gaps and define improvement actions.
• Support vendor management activities by evaluating experience outcomes against contractual commitments and XLAs.

Governance & Framework Development

• Establish experience measurement standards and governance processes.
• Support adoption of experience-centered service management practices.
• Ensure alignment between business objectives, employee experience outcomes, and operational performance metrics.

Qualifications
Education

• Bachelor's Degree in Information Technology, Business Analytics, Computer Science, Information Systems, or related discipline.

Experience

• 3 7+ years of experience in:
  • Digital Employee Experience (DEX)
  • IT Service Management (ITSM)
  • Service Improvement
  • Business Intelligence
  • Data Analytics
  • Workforce Experience Programs

Preferred Experience

• Experience with platforms such as:
  • Nexthink
  • Control Up
  • Lakeside
  • Happy Signals
  • Service Now
  • Microsoft Power BI
  • Microsoft Viva Insights
  • Power Platform

Required Skills
Technical Skills

• Data analysis and visualization
• Power BI reporting and dashboard development
• ITSM and service management concepts
• Experience Level Agreements (XLA) methodologies
• Survey and sentiment analysis
• KPI and metric development
• Statistical analysis and trend identification

Business Skills

• Executive presentation skills
• Storytelling with data
• Problem-solving and critical thinking
• Stakeholder management
• Continuous improvement methodologies
• Business case development

Success Metrics
The XLA Analyst will be measured on: Category Example Metrics Employee Experience DEX Score, Experience Score, Sentiment Productivity Time Saved, Friction Reduction Service Quality Experience Improvement Trends Adoption Collaboration Tool Adoption, AI Adoption Continuous Improvement % of Improvements Delivered Business Impact Productivity Gains, Cost Avoidance

Benefits (employee contribution):

• Health insurance
• Health savings account
• Dental insurance
• Vision insurance
• Flexible spending accounts
• Life insurance
• Retirement plan

All qualified applicants will receive consideration for employment without regard to age, race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. Rate of pay within the stated range will depend on the qualification of the applicant.