Proactive Servicing Technical Lead
2 days ago
About US: We are a company that provides innovative, transformative IT services and solutions. We are passionate about helping our clients achieve their goals and exceed their expectations. We strive to provide the best possible experience for our clients and employees. We are committed to continuous improvement and innovation, and we are always looking for ways to improve our services and solutions. We believe in working collaboratively with our clients and employees to achieve success.
DS Technologies Inc is looking for Proactive Servicing Technical Lead role for one of our premier clients.
Job Title: Proactive Servicing Technical Lead
Role Type: Program Management Location: Phoenix, AZ (Onsite) Duration: Long-Term Contract Only W2
Job Description:
We are seeking an experienced and self-driven Proactive Servicing Technical Lead to support and advance our enterprise-wide proactive servicing program. The ideal candidate will leverage device health monitoring tools (such as Nexthink) and ServiceNow ITSM integrations to identify, predict, and resolve issues before they affect colleague productivity. This role requires strong technical, analytical, and leadership capabilities to deliver proactive insights, drive automation, and enhance the overall end-user experience.
Key Responsibilities:
Program Leadership: Lead the Proactive Servicing Program to prevent end-user issues and enhance productivity through proactive monitoring and automation.
Enterprise Device Health: Serve as the technical lead for the Enterprise Device Health Program, leveraging Nexthink and related monitoring tools to identify patterns, automate remediation, and improve device performance.
ServiceNow Integration: Integrate proactive monitoring insights into ServiceNow workflows to support automation, incident deflection, and efficient problem management.
Performance Monitoring: Define, track, and report on key performance indicators (KPIs) for proactive servicing, incident reduction, and device health.
Tool Optimization: Maximize the potential of monitoring platforms (e.g., Nexthink) for diagnostics, remote actions, and continuous improvement.
Data Analysis & Insights: Analyze device telemetry, sentiment data, and operational metrics to provide predictive insights and data-driven recommendations.
Stakeholder Collaboration: Partner with ITSM, Service Desk, and Engineering teams to embed proactive practices into daily operations and ensure compliance with ITIL standards.
Required Skills & Experience:
7+ years of experience in Program Management, Proactive Servicing, or IT Operations roles.
Strong technical expertise with device health monitoring tools such as Nexthink (NQL, dashboards, campaigns, data models, remote actions).
Proficiency in ServiceNow (Incident, Problem, Change, Knowledge, ITOM, ITAM modules).
Familiarity with ITIL or equivalent ITSM frameworks.
Solid experience in BI tools, data analysis, and functional testing for operational performance tracking.
Ability to translate complex data into meaningful dashboards and actionable insights.
Excellent problem-solving, critical thinking, and analytical skills with a proactive mindset.
Strong communication and collaboration skills across cross-functional and global teams.
Preferred Qualifications:
Experience integrating Nexthink insights directly into ServiceNow workflows.
Knowledge of Digital Employee Experience (DEX) tools.
Proficiency in Power BI, Excel, or similar analytical/reporting platforms.
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