DEX Engineer

KeyResponsibilities

1. DEXPlatform Integration and Configuration

• Configure, optimize, and maintain integration between the DEX platform and ServiceNow ITSM platform. (Preferable experience with any of the leading DEX products like Tanium DEX, Nexthink, Nanoheal, Systrack etc.)
• Work with ServiceNow team to enable real-time enrichment of ServiceNow incidents with endpoint telemetry, including device performance, configuration status, and health scores powered by DEX Tool. (Through integration with ServiceNow's mid server and TaniumUI on ServiceNow)
• Support ServiceNow Maintenance Team on AI agent integration with DEX to facilitate natural language queries and endpoint actions via ServiceNow.
• Collaborate with ServiceNow team to manage automated remediation workflows initiated from the ServiceNow interface using DEX platform capabilities.
• Coordinate with client and ServiceNow Team for platform-level modifications or feature enhancements.
• Collaborate with customer and ServiceNow team to identify, develop, implement, integrate and Test DEX use cases
• 2.Operational Enablement and Readiness

• Provide knowledge know-how on Tanium or Similar DEX products to Service Desk and Deskside Support teams to help enhance the DEX utilization, including dashboards, alerts, remote resolution and device intelligence analytics.

  Helping the team to develop and maintain standard operating procedures (SOPs) for leveraging DEX insights in troubleshooting and remediation workflows.

• Collaborate and coordinate with the team to validate all auto-remediation workflows against Service or Experience level targets prior to production rollout.

Maintain and regular update procedure document with integration details, configurations, process flows, and escalation paths on DEX.

3.Proactive Monitoring and Service Analytics

• Utilize DEX dashboards for continuous health and performance monitoring Of the system
• Perform Service analytics to Assess user sentiment and System effectiveness trends

4.Automation and Self-Healing Capabilities

• Develop and maintain self-healing automation scripts for common endpoint issues (e.g., background service restarts, cache clearing, policy corrections).
• Develop script (e.g. powershell, VB) based on Use cases identified for automation under Self-healing or ServiceNow AI integration
• Implement continuous improvement cycles to review automation effectiveness, Optimize based on user experience or feedback and expand new use cases based on incident trends, Customer request and feedback.
• Collaborate and coordinate with partner/customer on perform monthly/quarterly reviews of automation outcomes, ensuring documentation and deployment of new self-healing actions.
• 6.Reporting and Stakeholder Engagement
• Produce regular reporting using DEX analytics and visualization tools to provide actionable insights on trends, device health, and user sentiment.
• Participate in governance and performance review sessions to recommend experience-driven process or platform enhancement
• Qualifications and Experience
• Bachelor's degree in Information Technology, Computer Science, or equivalent certification.
• At least 4 years of experience in managing DEX tools (for ex: NexThink, Systrack, Nanoheal, Tanium DEX etc.) Proven track record in developing automation or self-healing workflows using scripting or low-code tools.
• Knowledge of endpoint management such as MS InTune and collaboration tools will be advantageous
• Core Scripting Skillsets

• PowerShell (primary) for Windows endpoints: Writing sensors and packages, collecting endpoint telemetry, performing configuration changes, and building reusable modules such as custom sensors, actions, automation.

  Shell scripting (Bash) for non‑Windows endpoints.

  KeyCompetencies

  • Proactive mindset and analytical thinking.
  • Excellent problem-solving, documentation, and collaboration skills.
  • Strong communication and stakeholder management.
  • Ability to translate technical insights into actionable service improvements.
  • Continuous improvement orientation with a focus on end-user experience.