Pacific Life
Senior Data Analyst II
Pacific Life, Columbia, South Carolina, United States,
Job Summary : Briefly summarize the job’s primary duties and responsibilities and include management/leadership responsibilities if applicable.Pacific Life is investing in bright, agile, and diverse talent to contribute to CIT’s Digital Employee Experience (DEX) mission. We’re actively seeking a talented Sr Data Analyst and Nexthink Automation Engineer to join our End User Services team. This role can be on-site at any of our locations or 100% remote.As a Sr Data Analyst and Nexthink Automation Engineer, you’ll play a key role in Pacific Life’s growth and long-term success by helping us build a best-in-class digital experience for our end users.What Will You Provide
Real-time insight into employee computer experience and computer performance across devices, operating systems, networks, applications, and locations.Establish integration with ServiceNow, Snowflake, and PowerBI to produce actionable KPIs and PowerBI metrics reports that measure Help Desk, Deskside, UAM, and Engineering teams’ SLAs.Leverage the Nexthink platform to provide the real-time analytics, employee feedback, and automated remediation IT needs to continuously improve the digital employee experience for the hybrid onsite and remote workplace.Leverage Nexthink’s rich data and visualizations to allow Pacific Life to quickly move from analysis to action. By applying powerful correlations and analytics to detailed event data, you will leverage Nexthink to help Pacific Life pinpoint the issue, the root cause, who it’s affecting, and how to solve it.Analyze ServiceNow and Swish.AI ticket data, and Nexthink reporting and other internal and external sources to provide insight to decision-makers regarding a complex computing environment.Create report and metrics dashboards based on CIT needs and required or available data elements, including statistical, mathematical, predictive modeling to manage and manipulate complex high volume data from a variety of sources.Essential Duties and Responsibilities:
Mature the Nexthink implementation to perform real-time analytics into the computing environment.Create analytical content for IT to consume, such as dashboards, alerts, and services.Provide analysis, development, and documentation of improvement opportunities.Analyze diverse business requirements to be solved with automation on the Nexthink and ServiceNow platforms.Prepare and deliver training sessions and produce training material.Build and maintain connectivity between ServiceNow and Nexthink.Share Nexthink technical approaches with Help Desk, Desktop Support, Desktop Engineering, Networking Infrastructure, and Cloud Shared Services teams to ensure that all designs crafted by the team are aligned to the architecture principles of ServiceNow and should be reusable, reliable, and adaptive.Build strong collaborative relationships with customers by focusing on their needs and developing solutions to meet their requirements.Provide mentorship and guidance to other members of the team where needed.Design custom automation to proactively remediate hardware and software issues.Develop improvement initiatives to increase Pacific Life’s digital experience scores.Research existing tickets to find automation opportunities via Nexthink.Collaborate with other departments to develop solutions to assist their daily workflow.Partner with Nexthink vendor to manage infrastructure upgrades and module releases.Develop test plans to validate functionality of new features as they are released.Development and engineering of integration with ServiceNOW chatbot and Agent Workflow.Design data offloading process to increase retention of Nexthink data.Manage license utilization, refresh, and renewal processes.Develop training plans to increase Nexthink awareness and usage.Utilize Collaboration Experience to develop call quality improvement initiatives.Engineer web and desktop applications performance and alerting workflow using Application Experience.Build criteria requirements needed to develop Personas for different workforces.Make hardware purchase recommendations based on device utilization and Persona traits.Minimum Qualifications & Experience:
Bachelor’s Degree in Information Systems, Computer Science, Engineering, or related field.7+ years of experience in similar work in a large enterprise environment.In-depth knowledge of Nexthink technology; minimum 1-2 years of Nexthink implementation experience.Ability to implement and maintain all aspects of Nexthink technology within Pacific Life’s environment (including but not limited to ServiceNow integration components, investigations, metrics, dashboards, data presentations for upper-level management, and user access management).Strong experience with Power and AI tools such as Swish.AI.Ability to analyze data, recognize trends, and react accordingly.Strong knowledge and experience with developing ServiceNow reporting and analytics.Firm knowledge of Microsoft Active Directory.Capability to read and write technical documentation.High motivation for self-development and staying abreast with current technology trends.Ability to work independently with little oversight.Ability to support multiple business needs at once and work amongst cross-functional teams.Base Pay Range
The base pay range noted represents the company’s good faith minimum and maximum range for this role at the time of posting. The actual compensation offered to a candidate will be dependent upon several factors, including but not limited to experience, qualifications, and geographic location. Also, most employees are eligible for additional incentive pay.$119,070.00 - $145,530.00Your Benefits Start Day 1
Your wellbeing is important to Pacific Life, and we’re committed to providing you with flexible benefits that you can tailor to meet your needs. Whether you are focusing on your physical, financial, emotional, or social wellbeing, we’ve got you covered.Prioritization of your health and well-being including Medical, Dental, Vision, and Wellbeing Reimbursement Account that can be used on yourself or your eligible dependents.Generous paid time off options including: Paid Time Off, Holiday Schedules, and Financial Planning Time Off.Paid Parental Leave as well as an Adoption Assistance Program.Competitive 401k savings plan with company match and an additional contribution regardless of participation.EEO Statement
Pacific Life Insurance Company is an Equal Opportunity /Affirmative Action Employer, M/F/D/V. If you are a qualified individual with a disability or a disabled veteran, you have the right to request an accommodation if you are unable or limited in your ability to use or access our career center as a result of your disability. To request an accommodation, contact a Human Resources Representative at Pacific Life Insurance Company.
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Real-time insight into employee computer experience and computer performance across devices, operating systems, networks, applications, and locations.Establish integration with ServiceNow, Snowflake, and PowerBI to produce actionable KPIs and PowerBI metrics reports that measure Help Desk, Deskside, UAM, and Engineering teams’ SLAs.Leverage the Nexthink platform to provide the real-time analytics, employee feedback, and automated remediation IT needs to continuously improve the digital employee experience for the hybrid onsite and remote workplace.Leverage Nexthink’s rich data and visualizations to allow Pacific Life to quickly move from analysis to action. By applying powerful correlations and analytics to detailed event data, you will leverage Nexthink to help Pacific Life pinpoint the issue, the root cause, who it’s affecting, and how to solve it.Analyze ServiceNow and Swish.AI ticket data, and Nexthink reporting and other internal and external sources to provide insight to decision-makers regarding a complex computing environment.Create report and metrics dashboards based on CIT needs and required or available data elements, including statistical, mathematical, predictive modeling to manage and manipulate complex high volume data from a variety of sources.Essential Duties and Responsibilities:
Mature the Nexthink implementation to perform real-time analytics into the computing environment.Create analytical content for IT to consume, such as dashboards, alerts, and services.Provide analysis, development, and documentation of improvement opportunities.Analyze diverse business requirements to be solved with automation on the Nexthink and ServiceNow platforms.Prepare and deliver training sessions and produce training material.Build and maintain connectivity between ServiceNow and Nexthink.Share Nexthink technical approaches with Help Desk, Desktop Support, Desktop Engineering, Networking Infrastructure, and Cloud Shared Services teams to ensure that all designs crafted by the team are aligned to the architecture principles of ServiceNow and should be reusable, reliable, and adaptive.Build strong collaborative relationships with customers by focusing on their needs and developing solutions to meet their requirements.Provide mentorship and guidance to other members of the team where needed.Design custom automation to proactively remediate hardware and software issues.Develop improvement initiatives to increase Pacific Life’s digital experience scores.Research existing tickets to find automation opportunities via Nexthink.Collaborate with other departments to develop solutions to assist their daily workflow.Partner with Nexthink vendor to manage infrastructure upgrades and module releases.Develop test plans to validate functionality of new features as they are released.Development and engineering of integration with ServiceNOW chatbot and Agent Workflow.Design data offloading process to increase retention of Nexthink data.Manage license utilization, refresh, and renewal processes.Develop training plans to increase Nexthink awareness and usage.Utilize Collaboration Experience to develop call quality improvement initiatives.Engineer web and desktop applications performance and alerting workflow using Application Experience.Build criteria requirements needed to develop Personas for different workforces.Make hardware purchase recommendations based on device utilization and Persona traits.Minimum Qualifications & Experience:
Bachelor’s Degree in Information Systems, Computer Science, Engineering, or related field.7+ years of experience in similar work in a large enterprise environment.In-depth knowledge of Nexthink technology; minimum 1-2 years of Nexthink implementation experience.Ability to implement and maintain all aspects of Nexthink technology within Pacific Life’s environment (including but not limited to ServiceNow integration components, investigations, metrics, dashboards, data presentations for upper-level management, and user access management).Strong experience with Power and AI tools such as Swish.AI.Ability to analyze data, recognize trends, and react accordingly.Strong knowledge and experience with developing ServiceNow reporting and analytics.Firm knowledge of Microsoft Active Directory.Capability to read and write technical documentation.High motivation for self-development and staying abreast with current technology trends.Ability to work independently with little oversight.Ability to support multiple business needs at once and work amongst cross-functional teams.Base Pay Range
The base pay range noted represents the company’s good faith minimum and maximum range for this role at the time of posting. The actual compensation offered to a candidate will be dependent upon several factors, including but not limited to experience, qualifications, and geographic location. Also, most employees are eligible for additional incentive pay.$119,070.00 - $145,530.00Your Benefits Start Day 1
Your wellbeing is important to Pacific Life, and we’re committed to providing you with flexible benefits that you can tailor to meet your needs. Whether you are focusing on your physical, financial, emotional, or social wellbeing, we’ve got you covered.Prioritization of your health and well-being including Medical, Dental, Vision, and Wellbeing Reimbursement Account that can be used on yourself or your eligible dependents.Generous paid time off options including: Paid Time Off, Holiday Schedules, and Financial Planning Time Off.Paid Parental Leave as well as an Adoption Assistance Program.Competitive 401k savings plan with company match and an additional contribution regardless of participation.EEO Statement
Pacific Life Insurance Company is an Equal Opportunity /Affirmative Action Employer, M/F/D/V. If you are a qualified individual with a disability or a disabled veteran, you have the right to request an accommodation if you are unable or limited in your ability to use or access our career center as a result of your disability. To request an accommodation, contact a Human Resources Representative at Pacific Life Insurance Company.
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