28 days old

IT Customer Experience Analyst

Navis Learning
Cambridge, Massachusetts 02142
  • Job Type
  • Job Status
    Full Time

Are you ready to roll-up your sleeves and dive into exciting IT projects? We are looking for an enthusiastic person who will help create compelling user experiences for IT systems at a corporate client for their internal employees. This role will assess the usability of IT systems, provide recommendations for improvements, then work on training and communication materials to ensure a smooth transition to and adoption by end-users. Responsibilities include, but are not limited to:

Essential Duties & Responsibilities

Represent end-user needs throughout the life-cycle of developing and launching off-the-shelf applications and devices, from Proof of Concept to Launch. Scope includes applications and hardware used by all employees, that are rolled out from the Infrastructure group, such as Microsoft Office & SharePoint, Identity & Access Management, ServiceNow/IT Help, Laptops & Mobile Devices, Conference Room technologies and more:

  • Evaluate proposed new systems prior to purchase to conduct a usability review and provide input on which will best meet the needs of the end-users for the corporate client.
  • Submit end-user requirements for the design, configuration, and modification of technology solutions to improve usability and adoption by end-users. Define and perform usability testing and user impact assessments of existing and new technology solutions. Analyze, identify, document, and communicate usability issues and recommendations. Work with project teams to see if concerns can be addressed via changes to the system or if they will need to be addressed via training and communications.
  • Participate in User Acceptance Testing and final checks of the systems before launch to end-users.

Create and/or update various knowledge support materials including quick-reference cards, SharePoint site content, and end-user communications to support the overall change management process for end-users. Participate in launch event activities and capture end-user feedback and questions.

Implement and communicate project plans to track and monitor key milestones for the Customer Experience team’s area of responsibility on the project.

Periodically conduct user research and compile results into user stories or personas.

Must be onsite in our Cambridge/Kendall Square location. May also require onsite visits to our Weston location.



Qualifications & Experience

Bachelor’s or Master’s degree is recommended in addition to 5+ years of business experience, preferably in the areas of IT User Experience, IT Customer Experience, or learning and development industry as an Instructional Designer and / or Instructor.
Ability to produce the following types of user experience and knowledge support outputs:

  • User Research: Interviews, Personas, Surveys, and other techniques
  • Usability Evaluations
  • User Experience (UX) Strategy & Design
  • Change Management & Knowledge Support
  • Project Management

Self-motivated, team player capable of learning new information, technologies and applications quickly. Flexible to work both independently with minimal direction as well as collaboratively.

Possess detailed analytical abilities. Experience with data analysis in Excel and SharePoint a plus.

Strong proficiency and practical application ability with MS Office Applications (Outlook, Word, PowerPoint, and Excel). Experience using SharePoint and Skype for Business considered a plus.

Strong verbal/written communication skills and dedication to excellent client service.

Strong organizational skills including significant attention to detail and ability to multi-task and thrive in a fast-paced environment.

Must possess strong presentation skills when communicating with cross-functional team members.

This is a 1099 / contract position. Pay rate to commensurate with experience.


Posted: 2019-01-21 Expires: 2019-02-20

Share this job:

IT Customer Experience Analyst

Navis Learning
Cambridge, Massachusetts 02142

Join us to start saving your Favorite Jobs!

Sign In Create Account
Powered ByCareerCast