Nexthink Engineer

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.

Qualification

sEducatio

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

.Experienc

• e3–7+ years of experience in
• :Digital Employee Experience (DEX
• )IT Service Management (ITSM
• )Service Improvemen
• tBusiness Intelligenc
• eData Analytic
• sWorkforce Experience Program

sPreferred Experienc

• eExperience with platforms such as
• :Nexthin
• kControlU
• pLakesid
• eHappySignal
• sServiceNo
• wMicrosoft Power B
• IMicrosoft Viva Insight
• sPower Platfor

m
Required Skil

lsTechnical Skil

• lsData analysis and visualizati
• onPower BI reporting and dashboard developme
• ntITSM and service management concep
• tsExperience Level Agreements (XLA) methodologi
• esSurvey and sentiment analys
• isKPI and metric developme
• ntStatistical analysis and trend identificati

onBusiness Skil

• lsExecutive presentation skil
• lsStorytelling with da
• taProblem-solving and critical thinki
• ngStakeholder manageme
• ntContinuous improvement methodologi
• esBusiness case developme