Senior TechBar Analyst

Job Description:

POSITION OVERVIEW

The Senior TechBar Analyst is a trusted IT professional responsible for delivering high-quality, customer-centric support within a modern workplace environment. This role provides advanced technical assistance while setting the benchmark for service excellence, professionalism, and proactive engagement.

The position plays a key role in driving continuous improvement, championing modern workplace practices, and supporting team capability uplift. Operating with a high degree of autonomy, the Senior TechBar Analyst ensures a consistently high-quality end-user experience aligned to ServiceNow-based service management practices.

KEY RESPONSIBILITIES

• Deliver advanced front-line IT support through the TechBar, managing complex incidents and service requests.
• Act as an escalation point for complex or high-impact issues.
• Proactively identify service improvement opportunities and reduce recurring incidents.
• Lead by example in delivering exceptional customer experiences.
• Support modern workplace technologies including endpoints, mobility, and collaboration platforms.
• Oversee device lifecycle activities including provisioning, refresh, and asset control.
• Manage incidents and requests end-to-end in ServiceNow in line with SLAs.
• Maintain accurate, high-quality, audit-ready ServiceNow records.
• Promote modern workplace disciplines including secure and digital-first practices.
• Leverage ServiceNow insights to identify trends and drive improvements.
• Collaborate with cross-functional IT teams to ensure seamless service delivery.
• Maintain a professional and high-standard TechBar environment.

LEADERSHIP AND MENTORSHIP

• Coach and mentor TechBar Analysts to uplift capability and consistency.
• Drive ServiceNow best practices, including ticket quality and workflow adherence.
• Support onboarding and development of new team members.
• Contribute to knowledge base creation and continuous improvement.
• Foster a positive, high-energy, and service-focused team culture.

KEY CAPABILITIES AND BEHAVIOURS

• Proactive leadership and continuous improvement mindset
• Strong customer service orientation
• Positive energy and professional presence
• Advanced technical troubleshooting capability
• Advocate for modern workplace practices
• Strong sense of ownership and accountability
• Effective collaboration and influence
• Adaptability in a fast-paced environment

SKILLS AND EXPERIENCE

• Extensive experience in end-user computing or TechBar environments
• Advanced troubleshooting across devices and enterprise applications
• Strong experience with Microsoft 365 and modern workplace platforms
• Demonstrated expertise in ServiceNow or equivalent ITSM tools
• Understanding of ITIL-aligned processes and service management
• Experience with device lifecycle and asset management

PERFORMANCE OUTCOMES

Success in this role is demonstrated through consistent delivery of high-quality services, effective resolution of complex issues, strong customer satisfaction, and measurable improvements in service performance driven through ServiceNow insights and practices.

At DXC Technology, we believe strong connections and community are key to our success. Our work model prioritizes in-person collaboration while offering flexibility to support wellbeing, productivity, individual work styles, and life circumstances. We’re committed to fostering an inclusive environment where everyone can thrive.

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