Hi,
Title: Program Management II
Duration – 6+ Months
Location – Phoenix, AZ 85054 (Day 1 onsite)
We are seeking an experienced EUC Proactive Servicing, Compliance & Colleague Experience Transformation Consultant to help evolve our End User Computing servicing model into a predictive, proactive, and preventative operating model. The role will focus on automation, experience-led servicing, live servicing channel optimization, and compliance improvement across a large enterprise environment.
A core aspect of this role is understanding the colleague journey, including identifying colleagues who experience friction or degradation but do not raise incidents (“suffering in silence”). The consultant will help ensure proactive servicing reduces avoidable demand on live support channels while improving compliance outcomes.
Key Responsibilities
Proactive Servicing Strategy & Operating Model
? Assess the current EUC proactive servicing model, tools, workflows, and outcomes
? Assist in designing a future-state predictive, proactive, and preventative servicing operating model
? Define how proactive servicing integrates across remote, localized, and onsite support teams
Live Servicing Channel Optimization
? Analyze live servicing channels (e.g., walk-up, chat, phone) to identify avoidable demand
? Design proactive and automated interventions to reduce live channel ticket volumes
? Embed automation and self-healing to prevent issues from reaching live support
? Define metrics to measure ticket deflection, demand reduction, and colleague impact
Colleague Journey & Experience
? Map the end-to-end colleague EUC journey, identifying friction, degradation, and recurring pain points
? Identify issues colleagues experience but do not report through traditional support channels
? Combine colleague insights with device health, compliance, and servicing data to surface hidden demand
? Ensure colleague experience informs prioritization of proactive servicing and automation use cases
Automation, Nexthink & Compliance Enablement
? Operationalize proactive remediation using Nexthink FLOW and Remote Actions
? Consult on design automation use cases that address both experience degradation and compliance-related issues
? Embed proactive remediation to resolve compliance gaps before they require manual intervention
ServiceNow Operational Enablement
? Provide guidance on ServiceNow operational deployment, including:
? Measuring adherence, compliance, and operational effectiveness
? Articulating and tracking value creation from reduced tickets and improved compliance
? Ensure ServiceNow supports proactive servicing and compliance behaviors
Required Qualifications
? Proven experience implementing EUC or Digital Workplace proactive servicing models
? Demonstrated success reducing live servicing channel demand through automation and proactive remediation
? Strong hands-on experience with Nexthink, specifically FLOW and Remote Actions
? Operational experience deploying and driving adoption of ServiceNow
? Experience improving compliance outcomes through proactive and automated servicing
? Experience delivering transformational change in large, complex organizations
Preferred Qualifications
? Consulting background with both strategic and hands-on delivery experience
? Experience with Digital Employee Experience (DEX) platforms and endpoint analytics
? Strong ability to translate technical and compliance outcomes into measurable business value
What Success Looks Like
? Measurable reduction in live servicing channel tickets and walk-ups
? Proactive servicing becomes the default operating model
? Compliance issues are addressed proactively and at scale
? Automation is adopted, governed, and measurable
? Colleague issues are resolved before productivity is impacted
Thanks & Regards
Shrey Sharma
Technical Recruiter
LinkedIn: https://www.linkedin.com/in/shrey-sharma-322992370/
Novia Infotech, 4421 Avenida Ln, McKinney, TX, 75070, www.noviainfotech.com
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