Visa Corporate IT (CIT) group has embarked on a major transformation journey. We are transforming ourselves into a true engineering organization where we put customer experience and end user support first. As part of this strategy, we are consolidating several of our Operational functions into a single area focused on providing world class operational support to our end users. This change is geared towards rethinking how we provide Operational support for the services we are responsible for. As a member of the End User Support team, the Nexthink Engineer will be responsible to configure and customize Nexthink to allow us to proactively anticipate end user issues and address them before the issues are reported. The successful candidate will be a technically versed resource with excellent customer service skills.
The Nexthink Engineer will have a solid understanding of both End User Support and Nexthink technology and its capabilities, and will be responsible for managing, optimizing, and building proactive and self-healing automations on our Nexthink platform. This role is crucial in lowering incident volumes, improving workstation performance, and enhancing the overall end-user experience.
Essential Functions:
- Proactive Issue Detection: Utilizing Nexthink to identify potential issues before they impact end-users, ensuring a seamless computing experience.
- Nexthink Flow Automation: Designing and implementing self-healing automations to resolve issues proactively, reducing the need for manual intervention.
- End-User Experience Enhancement: Committed to improving workstation performance and reducing downtime for users.
- Incident Volume Reduction: Strategically lowering incident volumes by addressing root causes through automation and proactive measures.
- Performance Optimization: Continuously monitoring system performance to identify areas for improvement and implementing solutions accordingly.
- Collaboration and Communication: Working closely with IT teams to ensure that proactive measures align with overall business objectives.
Key Responsibilities:
- Nexthink Platform Management:
- Manage and optimize the Nexthink platform to proactively detect and resolve issues.
- Implement Nexthink Flow Automations for self-healing capabilities.
- Proactive Monitoring and Analysis:
- Continuously monitor end-user devices to identify anomalies and performance issues.
- Analyze Nexthink data to provide actionable insights for preventing future incidents.
- Automation and Self-Healing:
- Develop and implement automated solutions using NQL, PowerShell, and bash scripting.
- Create remote actions that automatically resolve common issues without user intervention.
- Incident Reduction Strategies:
- Implement proactive measures to reduce incident volumes.
- Collaborate with the ServiceNow team to automate incident creation based on predefined Nexthink investigations.
- Workstation Performance Improvement:
- Identify and resolve factors affecting workstation performance.
- Implement optimizations to enhance system responsiveness and reliability.
- Collaboration and Stakeholder Engagement:
- Work closely with IT support teams to align proactive measures with support strategies.
- Communicate findings and recommendations to stakeholders effectively.
- Continuous Improvement:
- Stay updated with the latest Nexthink technologies and best practices.
- Propose and implement enhancements to existing processes and automations.
- Documentation and Knowledge Sharing:
- Maintain thorough documentation of automation scripts and processes.
- Share knowledge with team members to foster a collaborative environment.
Basic Qualifications
- 5+ years of relevant work experience with a Bachelor’s Degree in Information Technology, Computer Science, or a related field or at least 2 years of work experience with an Advanced degree (e.g. Masters, MBA, JD, MD) or 0 years of work experience with a PhD, OR 8+ years of relevant work experience.
- Minimum of 4 years of relevant work experience.
- Strong understanding of Nexthink, including NQL, remote actions, and
- investigations.
- Proven experience in proactive issue detection and resolution using Nexthink.
- Proficiency in scripting languages such as PowerShell and bash.
- Excellent problem-solving and analytical skills.
- Strong communication and interpersonal skills.
- Ability to work independently and collaboratively within a team.
- Demonstrated ability to provide exceptional customer service.
Preferred Qualifications
- Experience with Nexthink Flow Automation and self-healing techniques.
- Familiarity with ServiceNow ITSM tool and automating incident creation.
- Knowledge of ITIL frameworks and best practices.
- Strong understanding of networking concepts to ID and optimize network- related issues.
- Experience in reducing incident volumes through proactive measures.
- Certification in Nexthink or related technologies.
- Strong organizational skills with the ability to manage multiple tasks and projects.
- Proactive attitude with a focus on continuous improvement.
- Excellent attention to detail and a commitment to delivering high-quality work.
Work Hours: Varies upon the needs of the department.
Travel Requirements: This position requires travel 5-10% of the time.
Mental/Physical Requirements: This position will be performed in an office setting. The position will require the incumbent to sit and stand at a desk, communicate in person and by telephone, frequently operate standard office equipment, such as telephones and computers.
Visa is an EEO Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability or protected veteran status. Visa will also consider for employment qualified applicants with criminal histories in a manner consistent with EEOC guidelines and applicable local law.
Visa will consider for employment qualified applicants with criminal histories in a manner consistent with applicable local law, including the requirements of Article 49 of the San Francisco Police Code.
U.S. APPLICANTS ONLY: The estimated salary range for a new hire into this position is 117,700.00 to 170,600.00 USD per year, which may include potential sales incentive payments (if applicable). Salary may vary depending on job-related factors which may include knowledge, skills, experience, and location. In addition, this position may be eligible for bonus and equity. Visa has a comprehensive benefits package for which this position may be eligible that includes Medical, Dental, Vision, 401 (k), FSA/HSA, Life Insurance, Paid Time Off, and Wellness Program.
