Job Specifications
Role: EUC Program Manager with Servicenow
Location: Phoenix, AZ (Onsite)
Duration: Long Term(Contract)
We are seeking an experienced EUC Proactive Servicing, Compliance & Colleague Experience Transformation Consultant to help evolve our End User Computing servicing model into a predictive, proactive, and preventative operating model. The role will focus on automation, experience-led servicing, live servicing channel optimization, and compliance improvement across a large enterprise environment.
A core aspect of this role is understanding the colleague journey, including identifying colleagues who experience friction or degradation but do not raise incidents (“suffering in silence”). The consultant will help ensure proactive servicing reduces avoidable demand on live support channels while improving compliance outcomes.
Key Responsibilities
Proactive Servicing Strategy & Operating Model
Assess the current EUC proactive servicing model, tools, workflows, and outcomes
Assist in designing a future-state predictive, proactive, and preventative servicing operating model
Define how proactive servicing integrates across remote, localized, and onsite support teams
Live Servicing Channel Optimization
Analyze live servicing channels (e.g., walk-up, chat, phone) to identify avoidable demand
Design proactive and automated interventions to reduce live channel ticket volumes
Embed automation and self-healing to prevent issues from reaching live support
Define metrics to measure ticket deflection, demand reduction, and colleague impact
Colleague Journey & Experience
Map the end-to-end colleague EUC journey, identifying friction, degradation, and recurring pain points
Identify issues colleagues experience but do not report through traditional support channels
Combine colleague insights with device health, compliance, and servicing data to surface hidden demand
Ensure colleague experience informs prioritization of proactive servicing and automation use cases
Automation, Nexthink & Compliance Enablement
Operationalize proactive remediation using Nexthink FLOW and Remote Actions
Consult on design automation use cases that address both experience degradation and compliance-related issues
Embed proactive remediation to resolve compliance gaps before they require manual intervention
ServiceNow Operational Enablement
Provide guidance on ServiceNow operational deployment, including:
Measuring adherence, compliance, and operational effectiveness
Articulating and tracking value creation from reduced tickets and improved compliance
Ensure ServiceNow supports proactive servicing and compliance behaviors
Required Qualifications
Proven experience implementing EUC or Digital Workplace proactive servicing models
Demonstrated success reducing live servicing channel demand through automation and proactive remediation
Strong hands-on experience with Nexthink, specifically FLOW and Remote Actions
Operational experience deploying and driving adoption of ServiceNow
Experience improving compliance outcomes through proactive and automated servicing
Experience delivering transformational change in large, complex organizations
Preferred Qualifications
Consulting background with both strategic and hands-on delivery experience
Experience with Digital Employee Experience (DEX) platforms and endpoint analytics
Strong ability to translate technical and compliance outcomes into measurable business value
What Success Looks Like
Measurable reduction in live servicing channel tickets and walk-ups
Proactive servicing becomes the default operating model
Compliance issues are addressed proactively and at scale
Automation is adopted, governed, and measurable
Colleague issues are resolved before productivity is impacted
About the Company
Galactic Minds INC is a leading IT consulting and services company that specializes in delivering innovative and cutting-edge solutions to businesses across various industries. With our team of seasoned IT professionals, we provide a wide range of services. Our goal is to help our clients leverage the latest technologies to drive business growth, improve operational efficiency, and enhance customer experience. We are committed to delivering high-quality solutions that are tailored to meet the unique needs of each of our clie...
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