Work Location: Chicago
Due to the highly interactive and team-based nature of this role, in-person attendance for most of the workweek (i.e., 3 days or more) is essential for: effective communication including during in-person meetings, strong supervision, real-time problem-solving, and participation in cross-functional initiatives.
Want to make an impact?
Technology powers Ferrara’s transformation of iconic brands into a world-class global business. Following a successful S/4HANA go-live, our IT organization is leading the next phase of digital evolution-scaling platforms, advancing data and analytics, and partnering closely with the business to deliver measurable impact. This is a chance to join a highly innovative IT team with strong executive sponsorship and influence across the enterprise.
The IT Analyst, Digital Experience is an IT-owned role responsible for monitoring, analyzing, and improving employees’ experiences with enterprise technology, devices, applications, and digital services. This position sits within IT and works closely with Infrastructure, End User Computing, Service Desk, Information Security, and HR partners to ensure workplace technology is reliable, performant, and user-centric.
The IT Analyst, Digital Experience leverages data from endpoint, application, and experience monitoring to proactively identify issues, improve service quality, and support IT transformation initiatives.
Ways you will make a difference
Monitor and analyze digital experience data across endpoints, applications, collaboration tools, and network services Identify performance, stability, and usability issues impacting employee productivity and satisfaction Develop and maintain digital experience (DEX) metrics, KPIs, and dashboards aligned to IT service and experience outcomes Provide actionable insights to IT teams to reduce incidents, improve Mean Time to Resolution (MTTR), and increase proactive issue resolution Partner with End User Computing, Infrastructure, Service Desk, and Application teams to prioritize and remediate experience issues Support IT service management (ITSM) processes by integrating DEX insights into incident, problem, and change management Measure and track the employee impact of technology changes, upgrades, and rollouts Conduct root cause analysis using endpoint and experience telemetry data Support adoption and optimization of collaboration and productivity tools (e.g., Microsoft365, endpoint devices, SaaS platforms) Produce regular reports and executive-level summaries on digital experience health and trends Skills that will make you successful
Proactive, operations-focused mindset Strong problem-solving and root cause analysis skills Data-driven decision-making Cross-functional collaboration within IT Continuous improvement and service excellence focus Experiences that will support your success
Required Qualifications
Bachelor’s degree in Information Technology, Computer Science, Information Systems, or equivalent practical experience 2-4 years of experience in IT operations, end-user computing, digital experience monitoring, or IT analytics Experience working with endpoint management, application monitoring, or DEX platforms Strong analytical skills with experience building dashboards and reports (e.g., Power BI, Tableau, Excel, PowerPoint) Solid understanding of IT service management principles and operational workflows Ability to translate technical data into clear insights for IT and business stakeholders Preferred Qualifications
Hands-on experience with DEX platforms such as Nexthink, Microsoft Viva Insights, Aternity, or similar tools Familiarity with ITSM tools (e.g., ServiceNow) and ITIL practices Experience with endpoint performance, device health, and application telemetry Knowledge of Windows, macOS, mobile device management, and enterprise collaboration platforms Exposure to automation, scripting, or data querying (e.g., PowerShell, SQL)
What We Offer
At Ferrara, we’re proud to support our employees by providing comprehensive benefits such as health insurance, dental insurance, a 401(k), and paid time off (PTO). Eligible employees may also receive an annual bonus based on company performance. Learn more about our benefits at https://flimp.live/Ferrara-Candy-2025-OE-QR
Compensation
The salary range for this role is
$79,629 - $111,480 annually.
EQUAL OPPORTUNITY
We are proud to be an equal opportunity employer. In order to provide equal employment and advancement opportunities to all qualified applicants and employees, employment decisions and opportunities at Ferrara will be based on merit, qualifications, and abilities, without regard to race, color, creed, religion, sex, sexual orientation, gender identity and expression, marital or civil union status, national origin, ancestry, citizenship, age, military or veteran status, disability, handicap, genetic information, pregnancy (childbirth or related medical condition), or on any other basis prohibited by law. This policy governs all aspects of employment, including selection, job assignment, compensation, discipline, termination, and access to benefits and training.
Nearest Major Market:
Chicago
Due to the highly interactive and team-based nature of this role, in-person attendance for most of the workweek (i.e., 3 days or more) is essential for: effective communication including during in-person meetings, strong supervision, real-time problem-solving, and participation in cross-functional initiatives.
Want to make an impact?
Technology powers Ferrara’s transformation of iconic brands into a world-class global business. Following a successful S/4HANA go-live, our IT organization is leading the next phase of digital evolution-scaling platforms, advancing data and analytics, and partnering closely with the business to deliver measurable impact. This is a chance to join a highly innovative IT team with strong executive sponsorship and influence across the enterprise.
The IT Analyst, Digital Experience is an IT-owned role responsible for monitoring, analyzing, and improving employees’ experiences with enterprise technology, devices, applications, and digital services. This position sits within IT and works closely with Infrastructure, End User Computing, Service Desk, Information Security, and HR partners to ensure workplace technology is reliable, performant, and user-centric.
The IT Analyst, Digital Experience leverages data from endpoint, application, and experience monitoring to proactively identify issues, improve service quality, and support IT transformation initiatives.
Ways you will make a difference
Monitor and analyze digital experience data across endpoints, applications, collaboration tools, and network services Identify performance, stability, and usability issues impacting employee productivity and satisfaction Develop and maintain digital experience (DEX) metrics, KPIs, and dashboards aligned to IT service and experience outcomes Provide actionable insights to IT teams to reduce incidents, improve Mean Time to Resolution (MTTR), and increase proactive issue resolution Partner with End User Computing, Infrastructure, Service Desk, and Application teams to prioritize and remediate experience issues Support IT service management (ITSM) processes by integrating DEX insights into incident, problem, and change management Measure and track the employee impact of technology changes, upgrades, and rollouts Conduct root cause analysis using endpoint and experience telemetry data Support adoption and optimization of collaboration and productivity tools (e.g., Microsoft365, endpoint devices, SaaS platforms) Produce regular reports and executive-level summaries on digital experience health and trends Skills that will make you successful
Proactive, operations-focused mindset Strong problem-solving and root cause analysis skills Data-driven decision-making Cross-functional collaboration within IT Continuous improvement and service excellence focus Experiences that will support your success
Required Qualifications
Bachelor’s degree in Information Technology, Computer Science, Information Systems, or equivalent practical experience 2-4 years of experience in IT operations, end-user computing, digital experience monitoring, or IT analytics Experience working with endpoint management, application monitoring, or DEX platforms Strong analytical skills with experience building dashboards and reports (e.g., Power BI, Tableau, Excel, PowerPoint) Solid understanding of IT service management principles and operational workflows Ability to translate technical data into clear insights for IT and business stakeholders Preferred Qualifications
Hands-on experience with DEX platforms such as Nexthink, Microsoft Viva Insights, Aternity, or similar tools Familiarity with ITSM tools (e.g., ServiceNow) and ITIL practices Experience with endpoint performance, device health, and application telemetry Knowledge of Windows, macOS, mobile device management, and enterprise collaboration platforms Exposure to automation, scripting, or data querying (e.g., PowerShell, SQL)
What We Offer
At Ferrara, we’re proud to support our employees by providing comprehensive benefits such as health insurance, dental insurance, a 401(k), and paid time off (PTO). Eligible employees may also receive an annual bonus based on company performance. Learn more about our benefits at https://flimp.live/Ferrara-Candy-2025-OE-QR
Compensation
The salary range for this role is
$79,629 - $111,480 annually.
EQUAL OPPORTUNITY
We are proud to be an equal opportunity employer. In order to provide equal employment and advancement opportunities to all qualified applicants and employees, employment decisions and opportunities at Ferrara will be based on merit, qualifications, and abilities, without regard to race, color, creed, religion, sex, sexual orientation, gender identity and expression, marital or civil union status, national origin, ancestry, citizenship, age, military or veteran status, disability, handicap, genetic information, pregnancy (childbirth or related medical condition), or on any other basis prohibited by law. This policy governs all aspects of employment, including selection, job assignment, compensation, discipline, termination, and access to benefits and training.
Nearest Major Market:
Chicago