Senior Digital Service Centre Analyst

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.

• 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.

• 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, and IT service management best practices to support digital transformation initiatives.
• Service Now Governance and Optimization:
  Oversees queue management at scale, ensures SLA compliance, and leverages analytics and reporting to identify trends, improve workflows, and enhance service delivery.
• Provide on-site technical support at…