WGL - Senior Digital Service Centre Analyst

WGL - Senior Digital Service Centre Analyst page is loaded## WGL - Senior Digital Service Centre Analyst locations:
Springfield, VAtime type:
Full time posted on:
Posted Todaytime left to apply:
End Date:
March 10, 2026 (13 days left to apply) job requisition :
R6789##

Job Description
** WGL - Senior Digital Service Centre Analyst
** The Senior Digital Solutions Center Analyst provides high-touch, business-facing support focused on delivering tailored digital solutions and optimizing user experiences. This role combines advanced technical expertise with proactive problem-solving to minimize disruptions and enable productivity. Acting as a trusted advisor, the Sr Analyst partners with stakeholders to implement long-term solutions, drive shift-left strategies, and contribute to engineering efforts that reduce support demand.
** You will:
*** Deliver Executive-Level, White-Glove Support:
Provide premium, personalized technology experiences for senior leadership and high-impact users, ensuring zero disruption and maximum productivity.
* Lead Solution-Oriented Service Delivery:
Drive a culture of proactive problem-solving by identifying systemic issues and implementing sustainable, enterprise-level solutions rather than short-term fixes.
* Architect Automation and Zero-Touch Strategies:
Design and implement advanced automation workflows to eliminate recurring issues, optimize processes, and enhance operational efficiency across the organization.
* Champion Shift-Left and Self-Service Enablement:
Develop and expand self-service platforms, knowledge bases, and AI-driven support tools to empower end users and reduce dependency on manual intervention.
* Serve as Strategic Technology Advisor:
Partner with business leaders to understand evolving needs, recommend innovative digital solutions, and align technology strategies with organizational goals.
* Resolve Complex, High-Impact Technical Challenges:
Act as the escalation point for critical incidents, leveraging deep technical expertise to troubleshoot and resolve issues with minimal business disruption.
* Bridge Business and Technology Teams:
Act as a senior liaison between stakeholders and IT teams, ensuring alignment on digital transformation initiatives and continuous improvement of support models.
* Drive Adoption and Change Management:
Lead efforts to increase utilization of collaboration platforms, digital tools, and automation solutions through targeted training, engagement, and advocacy.
* Maintain Advanced Technical Expertise:
Stay ahead of emerging technologies, enterprise applications, and hardware trends, providing thought leadership and guidance on future-state digital strategies.
* Mentor and Develop Junior Analysts:
Provide coaching, training, and knowledge-sharing to elevate team capabilities and foster a culture of innovation and excellence.
** You have:
*** Bachelor’s degree in Information Technology, Computer Science, or a related field (or equivalent experience)
* 7-10 years of experience in deskside or customer support, with a focus on high-touch, solution-driven service delivery.
* ITIL or relevant end-user computing certifications are advantageous.
* Advanced Customer Experience Leadership:
Demonstrates a strong customer-first mindset with the ability to anticipate needs, deliver premium support, and influence technology adoption across the enterprise.
* Expertise in Automation and Shift-Left Strategies:
Proven experience architecting zero-touch workflows, leveraging scripting and automation tools to eliminate recurring issues and optimize operational efficiency.
* Senior-Level Technical Troubleshooting:
Serves as the escalation point for complex, high-impact technical problems, applying deep diagnostic skills and advanced methodologies to ensure rapid resolution with minimal disruption.
* Strategic Communication and Stakeholder Engagement:
Builds strong partnerships with business leaders, translates technical concepts into actionable insights, and drives alignment between IT and organizational objectives.
* Comprehensive Knowledge of Enterprise Technologies:
Advanced proficiency in collaboration platforms, productivity suites, automation frameworks,…