Senior Proactive Engineer

About our Team 
  

LexisNexis Legal & Professional, which serves customers in more than 150 countries with 11,800 employees worldwide, is part of RELX, a global provider of information-based analytics and decision tools for professional and business customers. Our company has been a long-time leader in deploying AI and advanced technologies to the legal market to improve productivity and transform the overall business and practice of law, deploying ethical and powerful generative AI solutions with a flexible, multi-model approach that prioritizes using the best model from today’s top model creators for each individual legal use case. 
 
About the Role 
  

As a Proactive Support Engineer, you will engage in enterprise-wide initiatives to improve the digital employee experience by leveraging advanced Digital Experience (DEX) tools such as SysTrack and Nexthink. You will use scripting languages like PowerShell and Python, data analytics platforms such as Redshift and Databricks, as well as Microsoft Power Apps and Power BI for data visualization. Your role will emphasize thought leadership, innovation, data-driven decision-making, and the development of impactful solutions for IT Service Desk, Desktop Support Teams, and internal customer service functions. As a forward-thinking Proactive Support Engineer, you will have the ability to identify trends and opportunities with the latest technologies to drive user experience changes at an enterprise level.

Responsibilities

• Analyze DEX tool data to identify trends, predict issues, and propose proactive interventions to enhance employee digital experience.
• Develop, test, and maintain scripts and tools using PowerShell and Python to automate repetitive tasks and improve system performance.
• Work with data warehouses like Redshift and analytics platforms such as Databricks. Use SQL or another programming language to work with databases and create dashboards to extract insights and develop actionable recommendations.
• Develop dashboards and reporting tools using SysTrack and Microsoft Power BI to provide visibility into key performance metrics.
• Collaborate with IT Service Desk and Desktop Support Teams to identify opportunities for automation and efficiency improvements.
• Proactively engage with stakeholders to understand business requirements and translate them into technical solutions.
• Design and implement innovative ideas to enhance customer service and reduce the mean time to resolution (MTTR).
• Act as a consultant to various teams, providing technical expertise in the use of DEX tools and scripting languages.
• Lead initiatives to integrate new technologies or methodologies that improve the IT environment and employee satisfaction.
• Conduct Root Cause Analysis (RCA) on recurring issues and propose permanent solutions.
• Engage with vendor support resources to resolve complex technical challenges and evaluate new technologies.
• Work with APIs to integrate and enhance system capabilities, ensuring seamless interaction between tools and platforms.
   

Requirements

• Proficiency in DEX tools like SysTrack, Nexthink, or similar platforms.
• Strong coding skills in PowerShell and Python.
• Hands-on experience with data analytics platforms, such as Databricks, and data warehouses like Redshift. Proficiency in SQL as a programming language for working with databases and creating dashboards.
• Expertise in Microsoft Power Apps and Power BI for data visualization and automation.
• Experience in working with APIs for system integration and enhancements.
• Deep understanding of IT environments, including endpoint devices, software, and cloud-based tools.
• Ability to interpret data and provide actionable insights to improve digital employee experience.
• Strong problem-solving skills, with experience conducting RCA and developing innovative solutions.
• Demonstrated ability to identify and act on trends and opportunities in emerging technologies.
• Knowledge of IT Service Management frameworks (e.g., ITIL) and their practical application.

Work in a way that works for you 
  

We promote a healthy work/life balance across the organization. We offer an appealing working prospect for our people. With numerous wellbeing initiatives, shared parental leave, study assistance and sabbaticals, we will help you meet your immediate responsibilities and your long-term goals. 

• Working flexible hours - flexing the times when you work in the day to help you fit everything in and work when you are the most productive 

 
Working for you 
  

We know that your wellbeing and happiness are key to a long and successful career. These are some of the benefits we are delighted to offer: 

• Health Benefits: Comprehensive, multi-carrier program for medical, dental and vision benefits 

• Retirement Benefits: 401(k) with match and an Employee Share Purchase Plan 

• Wellbeing: Wellness platform with incentives, Headspace app subscription, Employee Assistance and Time-off Programs 

• Short-and-Long Term Disability, Life and Accidental Death Insurance, Critical Illness, and Hospital Indemnity 

• Family Benefits, including bonding and family care leaves, adoption and surrogacy benefits 

• Health Savings, Health Care, Dependent Care and Commuter Spending Accounts 

• Up to two days of paid leave each to participate in Employee Resource Groups and to volunteer with your charity of choice 

 
About the Business 
  

LexisNexis Legal & Professional® provides legal, regulatory, and business information and analytics that help customers increase their productivity, improve decision-making, achieve better outcomes, and advance the rule of law around the world. As a digital pioneer, the company was the first to bring legal and business information online with its Lexis® and Nexis® services. 
  

LexisNexis, a division of RELX, is an equal opportunity employer: qualified applicants are considered for and treated during employment without regard to race, color, creed, religion, sex, national origin, citizenship status, disability status, protected veteran status, age, marital status, sexual orientation, gender identity, genetic information, or any other characteristic protected by law. We are committed to providing a fair and accessible hiring process. If you have a disability or other need that requires accommodation or adjustment, please let us know by completing our Applicant Request Support Form: https://forms.office.com/r/eVgFxjLmAK , or please contact 1-855-833-5120.

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