Nexthink Product Lead

Amex GBT is a place where colleagues find inspiration in travel as a force for good and – through their work – can make an impact on our industry. We’re here to help our colleagues achieve success and offer an inclusive and collaborative culture where your voice is valued.

As a Nexthink Product Lead, you'll play a crucial role in a dynamic environment, managing the entire platform and settings to improve the digital staff experience.

Our Team

At our GTAS Interoperability team, you'll find a cohesive ensemble of experts dedicated to supporting and enhancing our various technology departments, such as Support, MIM/SRE, Network, Voice, EUC/SD, Product, and Engineering. We cultivate a welcoming and inventive environment where the contributions of every team member are respected and applauded. Our shared objective is to deliver seamless digital experiences for our colleagues worldwide.

What You’ll Do

Platform Management:

• Improve product lifecycle through strategic vendor management, contract oversight, and user empowerment to increase product value.
• Deploy, configure, and maintain the Nexthink platform.
• Ensure licensing is managed and allocated accurately to end users.
• Manage roles and access to foster and strengthen user groups.
• Ensure the platform is up-to-date with the latest software versions and patches.
• Monitor platform performance and ensure high availability.
• Monitor DEX Scores and build recommendations for improvement.

Collaboration:

• Empower user groups through the facilitation of self-service functionalities.
• Partner to evaluate new features through proof-of-value evaluations.
• Offer specialized consultation to user communities.

Integration and Automation:

• Integrate Nexthink with other GBT tools as necessary.
• Develop automation scripts and workflows to enable self-healing remediation.
• Collaborate with other technology teams to ensure seamless integration and interoperability.

Data Collection and Analysis:

• Configure data collection settings to gather relevant information.
• Analyze data to identify trends, issues, and opportunities for improvement.
• Share concrete recommendations to boost the digital employee experience.

Incident Detection and Resolution:

• Partner with various teams to establish enhanced monitoring capabilities.
• Leverage Nexthink for the purpose of empowering user groups in identifying and diagnosing technology issues.
• Provide support to enable resolutions and drive DEX or equivalent experience.

Support, Knowledge, Documentation, and Reporting:

• Supply extensive help and focused instruction to user categories.
• Collaborate with vendors to address customer concerns and resolve issues.
• Manage enterprise reporting on utilization metrics and enterprise-level data.
• Develop training materials, documentation, and conduct trainings.
• Build and maintain enterprise-level dashboards for visualizing important data.

Compliance and Security:

• Ensure data collected and processed by Nexthink aligns with relevant regulations and standards.
• Implement and maintain security measures to protect the platform and data.
• Ensure the vendor meets all required security audits and assessments.

What We’re Looking For

• 15+ years of experience in Software, IT operations, technology support, or end-user experience platforms.
• Bachelor's degree in computer science or another technical field, or equivalent work experience, is preferred.
• Nexthink Certified Professional or higher certification or a minimum of 2 years of practical Nexthink administration experience.
• ITIL Certification.
• CompTIA A+ certification or above.
• Strong understanding of OS, endpoint management, and IT service delivery.
• Experience crafting and managing Nexthink campaigns, dashboards, and investigations.
• Proficiency in scripting (e.g., PowerShell, NQL, SQL, JavaScript, Python) for remote actions and automation.
• Excellent analytical, problem-solving, and communication skills.
• Experience with ITSM tools (e.g., Fresh service, ServiceNow) and endpoint tools (e.g. Tanium, Intune).
• Experience integrating Nexthink with monitoring or analytics platforms (e.g., Splunk, Power BI, Tableau).
• Experience with deploying or working with Nexthink Flow.
• Familiarity with digital experience scoring, and self-healing automation.
• Prior experience in large enterprise environments or regulated industries.
• Ability to think abstractly and drive ambiguous problems to resolution.
• Strong organizational skills with proven ability to manage multiple concurrent priorities.
• Flexibility to manage varied work hours as needed.

The #TeamGBT Experience

Work and life: Find your happy medium at Amex GBT.

• Flexible benefits are tailored to each country and start the day you do. These include health and welfare insurance plans, retirement programs, parental leave, adoption assistance, and wellbeing resources to support you and your immediate family.
• Travel perks: get a choice of deals each week from major travel providers on everything from flights to hotels to cruises and car rentals.
• Develop the skills you want when the time is right for you, with access to over 20,000 courses on our learning platform, leadership courses, and new job openings available to internal candidates first.
• We strive to champion Inclusion in every aspect of our business at Amex GBT. You can connect with colleagues through our global INclusion Groups, centered around common identities or initiatives, to discuss challenges, obstacles, achievements, and drive company awareness and action.
• And much more!

All applicants will receive equal consideration for employment without regard to age, sex, gender (and characteristics related to sex and gender), pregnancy (and related medical conditions), race, color, citizenship, religion, disability, or any other class or characteristic protected by law.

Click Here for Additional Disclosures in Accordance with the LA County Fair Chance Ordinance.

Furthermore, we are committed to providing reasonable accommodation to qualified individuals with disabilities. Please let your recruiter know if you need an accommodation at any point during the hiring process. For details regarding how we protect your data, please consult the Amex GBT Recruitment Privacy Statement.

What if I don’t meet every requirement? If you’re passionate about our mission and believe you’d be a phenomenal addition to our team, don’t worry about “checking every box;” please apply anyway. You may be exactly the person we’re looking for!