For more than 150 years, Pacific Life has helped millions of individuals and families with their financial needs through a wide range of life insurance products, annuities, and mutual funds, and offers a variety of investment products and services to individuals, businesses, and pension plans. Whether your goal is to protect loved ones or grow your assets for retirement, Pacific Life offers innovative products and services that provide value and financial security for current and future generations. Pacific Life counts more than half of the 100 largest U.S. companies as its clients and has been named one of the 2023 World’s Most Ethical Companies® by the Ethisphere Institute. For additional company information, including current financial strength ratings, visit www.PacificLife.com.

Pacific Life refers to Pacific Life Insurance Company and its affiliates, including Pacific Life & Annuity Company. Client count as of June 2022 is compiled by Pacific Life using the 2022 FORTUNE 500® list.

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: Briefly describe the essential functions and main responsibilities of the job, beginning with the most important, and identify the % of time spent on each.

• 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 development 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: List knowledge, skills, abilities, mental demands and behaviors; i.e. # years of experience, education level preferred, licenses and/or certifications, tolerance for multiple demands, ability to work with others, etc.

• Bachelor’s Degree in Information Systems, Computer Science, Engineering or related field.
• 7+ years of experience in similar work in 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.