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Regular or Temporary:

Regular

Language Fluency:  English (Required)

Work Shift:

1st shift (United States of America)

Please review the following job description:

We are seeking a senior leader to own the strategy, design, and implementation of the Nexthink platform to enhance Digital Employee Experience (DEX) and proactive IT operations. This role will drive platform architecture, use case development, and enterprise adoption—partnering across IT, Service Desk, End User Computing (EUC), and Infrastructure teams.
The ideal candidate combines deep technical expertise in Nexthink with strong leadership, governance, and stakeholder management skills to deliver measurable improvements in endpoint performance, user experience, and operational efficiency.
This role serves as a people leader, responsible for building and developing a high-performing team to deliver critical capabilities and outcomes.

ESSENTIAL DUTIES AND RESPONSIBILITIES
Following is a summary of the essential functions for this job. Other duties may be performed, both major and minor, which are not mentioned below. Specific activities may change from time to time.

Job Responsibilities:

• Define and execute the enterprise Nexthink strategy and roadmap
• Establish Nexthink as a core capability for proactive IT operations and DEX
• Lead platform governance, standards, and best practices
• Build and mature a high-performing Nexthink product team
• Lead end-to-end design and deployment of Nexthink (data model, collectors, campaigns, remote actions, dashboards)
• Architect scalable solutions aligned to enterprise security, compliance, and data privacy requirements
• Oversee integrations with platforms such as ServiceNow, CMDB, and endpoint management tools
• Identify and prioritize high-impact use cases (e.g., incident reduction, device performance, software experience, proactive remediation)
• Partner with Service Desk and Operations teams to embed Nexthink into daily workflows
• Define and track KPIs (DEX scores, MTTR reduction, call deflection, automation rates)
• Enable proactive and self-healing capabilities using Nexthink automation
• Integrate insights into ServiceNow workflows, Virtual Agent, and agent tooling
• Support shift-left and remote resolution strategies
• Partner with EUC, Infrastructure, Security, Risk, and Business Units
• Communicate outcomes through executive-level reporting and dashboards
• Act as the primary liaison with Nexthink vendor and third-party partners

ESSENTIAL DUTIES AND RESPONSIBILITIES
Following is a summary of the essential functions for this job. Other duties may be performed, both major and minor, which are not mentioned below. Specific activities may change from time to time.
1. Implements strategic goals established by Executives and Senior Management and establishes operational plans for technical area of responsibility with short- to mid-term (0-3 years) impact on results.
2. Designs, builds, directs, and implements enterprise infrastructure technology platforms and systems across cloud, network, database, storage, platform, computing, or middleware domains.
3. Develops and applies advanced automation, monitoring, and optimization techniques to ensure high availability and performance of infrastructure.
4. Leads large, complex technical infrastructure initiatives of strategic importance to the organization, involving large cross-departmental teams.
5. Collaborates with cross-functional teams and external partners to integrate new technologies and drive continuous improvement of infrastructure standards and processes.
6. Troubleshoots and resolves numerous, complex critical technical issues impacting infrastructure performance and reliability.
7. Ensures compliance with technology strategies, standards, and governance to mitigate risks and maintain regulatory adherence.
8. Documents and effectively communicates infrastructure designs, configurations, and procedures to support operational consistency and knowledge sharing.
9. Provides advanced technical guidance and training to infrastructure teams and lower-level technical professionals.
10. Demonstrates technical innovation in supporting business objectives and technical strategic objectives.
11. Influences infrastructure-related decisions and communicates effectively with stakeholders to align solutions with business objectives.

Qualifications
Required Qualifications
The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
1. Bachelor’s degree in Computer Science, Engineering, Information Systems, or related field.
2. Minimum of 10 years of professional experience in infrastructure engineering.
3. Advanced knowledge of enterprise infrastructure technologies including cloud, network, database, storage, platform, computing, and middleware.

Preferred Qualifications

• Experience working in Agile teams and knowledge of Agile development & release practices. Experience supporting a team with DevOps in an Enterprise Agile framework (SAFe, LeSS, DAD, Enterprise Scrum, Nexus, etc.).
• 2-4+ years of hands-on experience with Nexthink platform (design, deployment, optimization)
• Proven experience leading enterprise platform implementations
• Strong understanding of:
  • Digital Employee Experience (DEX)
  • Endpoint management (Intune, SCCM, etc.)
  • ITSM platforms (ServiceNow preferred)

General Description of Available Benefits for Eligible Employees of Truist Financial Corporation: All regular teammates (not temporary or contingent workers) working 20 hours or more per week are eligible for benefits, though eligibility for specific benefits may be determined by the division of Truist offering the position. Truist offers medical, dental, vision, life insurance, disability, accidental death and dismemberment, tax-preferred savings accounts, and a 401k plan to teammates. Teammates also receive no less than 10 days of vacation (prorated based on date of hire and by full-time or part-time status) during their first year of employment, along with 10 sick days (also prorated), and paid holidays. For more details on Truist’s generous benefit plans, please visit our Benefits site. Depending on the position and division, this job may also be eligible for Truist’s defined benefit pension plan, restricted stock units, and/or a deferred compensation plan. As you advance through the hiring process, you will also learn more about the specific benefits available for any non-temporary position for which you apply, based on full-time or part-time status, position, and division of work.

Truist is an Equal Opportunity Employer that does not discriminate on the basis of race, gender, color, religion, citizenship or national origin, age, sexual orientation, gender identity, disability, veteran status, or other classification protected by law. Truist is a Drug Free Workplace.

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