Staff Systems Engineer - Nexthink

Company Description

Visa is a world leader in payments and technology, with over 259 billion payments transactions flowing safely between consumers, merchants, financial institutions, and government entities in more than 200 countries and territories each year. Our mission is to connect the world through the most innovative, convenient, reliable, and secure payments network, enabling individuals, businesses, and economies to thrive while driven by a common purpose – to uplift everyone, everywhere by being the best way to pay and be paid.

Make an impact with a purpose-driven industry leader. Join us today and experience Life at Visa.

Job Description

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.

Qualifications

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 wit