Digital Workplace Architect (Service Delivery Manager)

Nexthink

Nexthink

IT
Madrid, Spain
Posted on Tuesday, June 11, 2024

Company Description

Nexthink is the leader in digital employee experience management software. The company provides IT leaders with unprecedented insight allowing them to see, diagnose and fix issues at scale impacting employees anywhere, with any application or network, before employees notice the issue. As the first solution to allow IT to progress from reactive problem solving to proactive optimization, Nexthink enables its more than 1,200 customers to provide better digital experiences to more than 15 million employees. Dual headquartered in Lausanne, Switzerland and Boston, Massachusetts, Nexthink has 9 offices worldwide

#LI-Hybrid

Job Description

You will be a key contributor in realizing our mission: to provide the most efficient, appreciated, and trusted digital employee experience (DEX) platform. More specifically, you will be the architect of innovative solutions that solve the most common and market-relevant IT issues for the Nexthink Library.

Your job will cover the following main aspects:

  • Leverage your technical knowledge in the IT sector and your experience in IT Operations to design and own Nexthink solutions across a wide range of topics, such as those found on the Nexthink Library.
  • Create user stories, assess potential value, build business cases, and prioritize the development of new solutions to ensure we are offering maximum value, aligned with the product strategy.
  • Research, explore, and propose new ways of providing proactive remediation to empower service-desk teams through automation and self-healing.
  • Contribute to the maintenance, development, and roadmap of the Nexthink Library and its individual solutions.
  • Collaborate closely with other product and engineering teams to support and guide the roadmap of new content features for Nexthink Infinity.
  • Participate in our Agile way of working, including the scrum meetings, grooming, sprint planning, stand-ups, retrospectives and demos.
  • Collaborate with and advise our field teams, such as Solutions Consulting, Customer Success, and Professional Services teams during customer engagements.

Qualifications

You are extremely passionate about innovation, taking on challenges and solving real-life problems in an innovative way. You are easily adaptable and enjoy working in a fast-paced development cycle. You are a Digital Workplace / End-User Computing expert with a strong commitment to delivering the best digital experience to end-users.

  • Bachelor's or master’s degree in Information Technology, Computer Science, or related field.
  • 5+ years in IT Operations based roles, preferably in L1, L2, or workstation IT Service Delivery manager.
  • Experience in at least one of the following roles in the IT sector: DevOps, product management, product support, and/or solution consultancy.
  • Led various service improvement projects to increase employee quality of service and reduce IT costs.
  • Understanding of the Windows and MacOS operating systems and their related technology stack.
  • Appreciation of Cloud computing and the most popular application sets upon it such as Azure, Intune, Microsoft 365, AWS, etc...
  • Technical understanding of Networking and related principles and standards (such as IP networking, Wireless Protocols, Proxy Server concepts and both Local and Wide Area Networking systems.
  • Excellent communication with the ability to collaborate effectively with diverse teams.
  • Ability to drive complex projects with minimal oversight, delivering results incrementally and pragmatically with a keen eye for details.
  • Demonstrated ability to collect user feedback and understand customer pain points.
  • Enthusiasm for working in an international, collaborative, and fast-paced environment and learning new technologies.
  • Fluent English, spoken and written, is a must, with experience designing, creating, and reviewing technical documentation guides for IT Departments and end users.

Additional Information

We are the pioneers and trailblazers of a global IT Market Category that is shaping the future of how the world works, giving our customers’ IT Teams total digital visibility across their enterprise. Our innovative solutions integrate real-time analytics, automation, and employee feedback across all endpoints. This enables our IT teams to solve complex technical challenges, create ever more productive workplaces, and deliver happy, satisfied employees in the digital workplace.

With over 1000 employees across 5 continents, Nexthink operates as One Team, connecting, collaborating and innovating to continuously grow. We call our employees ‘Nexthinkers’ and our commitment to diversity, inclusion, and equity is second to none. We currently have over 75 nationalities working with us, from all cultures and backgrounds, speaking many different languages.

If you are looking for a change and like a nice atmosphere, lots of challenges, and having fun while working, this is a great opportunity for you! Check what we offer:

    • 💼 Permanent Contract and a competitive compensation package (Stock Options also included).
    • 📍 Amazing centrally located offices near the Bernabeu Stadium.
    • 🩺 Private Health Insurance (Sanitas) and daily meal vouchers of 11 EUR will be entirely covered by us.
    • 🏡 Hybrid work model balancing office and remote work, with a structured approach for new hires to foster connections and onboarding.
    • 🏖️ Flexible Hours and unlimited vacation (employees have unlimited paid time off on top of the 23 days of holidays we offer) plus 3 company-paid volunteer days.
    • 🤸 Up to 25 EUR per month for a gym subscription.
    • 🛴 Flexible retribution plan for kindergarten & transport tickets.
    • 🧑‍🏫 Reimbursement of up to 50% of the cost of English & Spanish classes.
    • 🍉 Fresh fruit, cookies, and occasionally some soft drinks as well.
    • 🍕 Regular company and team events like Pizza talks, Team Building activities, Christmas parties, hosting Meetups at the office and more!
    • 📣 Bonuses for referring successful hires after three months of continuous employment.
    • 🚚 We offer a relocation package to people who are coming from another country.