Senior Digital Workplace Analyst

The posting, as Flexential Corp. wrote it

The Senior Digital Workplace Analyst is the senior technical support expert for the employee technology experience across a Microsoft based, cloud first environment. Working within a modern support model built on AI driven engagement, automation, and seamless user interaction, this role focuses on resolving complex technical issues that extend beyond automated and standardized support workflows.

The Senior Analyst owns complex issues end to end across Microsoft 365, collaboration, conferencing, and end user devices, delivering high-quality support to all employees including executives and VIPs. Beyond issue resolution, the role improves the digital workplace experience by strengthening knowledge and self-service, enabling automation and AI capabilities, and mentoring Service Desk staff. The Senior Analyst partners with engineering, identity, and infrastructure teams.

Key Responsibilities and Essential Job Functions

Service Desk and ITSM

• Serve as a senior point of resolution for complex incidents and requests, and as a first escalation tier for the Service Desk team.
• Exercise independent judgment in determining appropriate resolution paths and escalate issues requiring broader organization authority or specialized engineering expertise.
• Apply ITIL practices across incident and request management in ServiceNow, with accurate, complete, and timely documentation.
• Lead or coordinate major incident response and conduct root cause analysis to restore service quickly and prevent recurrence.
• Drive issues through completion by managing dependencies, stakeholder communications, and action items until closure.
• Track and report on SLA attainment, resolution metrics, and ticket trends, and surface data driven recommendations for improvement.
• Identify recurring issues and contribute to problem management and knowledge improvements that reduce repeat tickets.
• Analyze service trends, operational data, and user experience feedback to identify improvement opportunities and provide recommendations to management.
• Investigate root causes of recurring issues and implement sustainable fixes where appropriate.

Onboarding and Offboarding

• Execute new hire onboarding and termination workflows, including account setup, device readiness, and access changes.
• Coordinate provisioning and deprovisioning across identity, licensing, and device platforms for a smooth day one and clean exit.

Device Support and Standards

• Support modern device provisioning through Microsoft Intune and Windows Autopilot, including enrollment and basic configuration and compliance checks.
• Follow established hardware standards and device lifecycle processes and escalate configuration or engineering changes to the appropriate engineering or infrastructure team.

Workstation Patching

• Monitor patch and update compliance on end user devices and perform remediation on non-compliant machines.
• Escalate systemic patching or compliance gaps to the appropriate

[…]
need to drive innovation and success. If you believe you have what it takes to thrive in our environment, we encourage you to apply.

Benefits of working at Flexential

• Medical, Telehealth, Dental and Vision
• 401(k)
• Health Savings Accounts (HSA) and Flexible Spending Accounts (FSA)
• Life and AD&D
• Short Term and Long-Term disability
• Flex Paid Time Off (PTO)
• Leave of Absence
• Employee Assistance Program
• Wellness Program
• Rewards and Recognition Program

Benefits are subject to change at the Company's discretion.

Work Location Eligibility

At this time, we are only able to employ individuals who reside and perform work in states where the company is authorized to do business and maintain employment registrations. We are currently unable to consider applicants who reside or will perform work in the following states: Alaska, Alabama, Delaware, Hawaii, Iowa, Kansas, Louisiana, Maine, Maryland, North Dakota, Rhode Island, South Dakota, Wisconsin, Wyoming, Washington DC.

Employees hired into Atlanta-area positions may be required to work onsite at least 30 hours per week, depending on business needs, role requirements, and assigned work location. Onsite expectations will be discussed during the hiring process.

Applicants must be legally authorized to work in the United States and must reside in a state where the company maintains employment eligibility at the time of hire and throughout their employment. State eligibility may be subject to change based on business needs and regulatory requirements.

Flexential participates in the E-Verify program. Please click here for more information.

EEOC Statement: Flexential is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law.