Job Description

Job Responsibilities:

• Provide expertise on End User Analytics tools such as NexThink, Aternity and Lakeside Systrack
• Develop insights from End Users Analytics tooling data to provide the following benefits to the customer:
  • Improved resource utilisation
    • Provide insights into how customer’s infrastructure, applications, networking, user experience and behaviour are used day to day
    • Optimization of customer’s infrastructure, applications, networking , user experience and behaviour
    • identify unused software and reclaim software licenses
  • Flexible Working - provide insight into how End Users are engaging in flexible working behaviours and what support they need to work effectively in hybrid working environments
  • In conjunction with Problem Management process, EUA service provides required inputs to drive ticket volume reduction.
  • Improved customer business outcomes by focusing on the performance and availability of applications key to the customer’s business objectives and employee productivity
  • Access to shift-left opportunities through proactive analysis and investigation of performance issues and by bringing actionable insights further down the service chain
• Involvement in activities that enhance and grow Fujitsu's customer base
• Regular interaction with the Services "team" to ensure clarity and awareness of all activities and plans
• Awareness of customer trends/developments (keeping Management informed)
• Ensure that skills are maintained and enhanced in "specialist" area(s) relating to product knowledge, services knowledge, or industry knowledge
• Awareness and adherence to Fujitsu’s service delivery processes and methods
• Self-direction in identifying and suggesting training opportunities
• Produce accurate, concise and timely reports as required
• Knowledge of and adherence to customer SLAs

• At least 2 years working in the IT industry providing expertise on end user analytics technologies such as NexThink, Aternity and Lakeside Systrack.
• EUA Platform Incident Management, including Vendor Escalation & Agent / Collector Support
• EUA Platform Service Requests, including Group Management, Threshold & Alert Configuration Changes, Dashboard Minor Changes.
• EUA Platform Patch Management, for on-premise deployments
• EUA Licensing Management limited to the support license assignment mechanism (relevant for on-premise setup), monitoring of the available license amount and informing relevant group if there is not enough licenses.
• High-level Analysis of End User Experience
• Extensive hands-on experience automating processes through scripting using VBScript and or PowerShell
• A solid understanding and adherence to the ITIL framework
• Will have been responsible for a major installation, proposal or project, and will have successfully completed major tasks with a significant degree of "assigned" responsibility. (e.g. "Account management" of one or more strategic accounts, systems assurance of proposals and documentation of "non-standard" or "non-conforming" elements, project manage the delivery of a specialist service of some complexity to an agreed conclusion, project manage the commissioning or repair of a "mission" or "time" critical element of a system to acceptance, etc)
• The ability to manage as primary engineer at least two customer accounts while supporting other systems engineers on other customers and technical problems
• Able to deliver "support" services to customers or Fujitsu groups (e.g. education planning, second and third-level product/service support, network planning and management)
• Recognised at many levels of the company as an authority on a particular technical, professional, or industry area
• Has written reports, complex elements of response to proposal, system specifications, user documentation, or information dissemination material conforming to Fujitsu standards

• Tertiary qualification, preferably relevant to the Information Technology industry.