IT User Experience Analyst

Location: Remote, USA | Job Type: W2 Contract | Expected hours per week: 40 hours

About the role

We are seeking a contractor to support the PSBU Digital Solution business development team by leading the operational monitoring and analysis of fleet connectivity across the global PrevenTech customer base. This role will identify non-communicating telematics devices, investigate connectivity failures, determine root causes, coordinate with internal stakeholders, and provide regular reporting to improve fleet connectivity and customer uptime. As the number of connected engines grows, this role will help establish a proactive connectivity management process and enhance the customer onboarding and operational experience.

Responsibilities

• Root Cause Analysis & Troubleshooting Support
  • Perform detailed investigations to determine the root cause of communication failures.
  • Differentiate between hardware, firmware, network, installation, configuration, power, SIM, and customer infrastructure issues.
  • Work with Engineering, Product, Service, IT, and regional teams to validate findings and coordinate corrective actions.
  • Track recurring issues and identify systemic opportunities for improvement.
  • Track issue resolution progress and report overall fleet communication health.
• Connectivity Monitoring, Analysis & Reporting
  • Monitor fleet connectivity across all customer accounts and identify non-communicating telematics devices.
  • Analyze connectivity trends using available monitoring tools and reports.
  • Validate communication status between telematics devices, cloud infrastructure, and customer networks.
  • Prioritize connectivity issues based on customer impact and business priorities.
  • Provide executive summaries highlighting major connectivity risks and recurring issues.
• Continuous Improvement
  • Recommend improvements to connectivity processes and installation practices.
  • Support the development of standardized troubleshooting procedures.
  • Identify opportunities to automate connectivity monitoring and reporting.
  • Contribute customer feedback related to connectivity into product improvement discussions.
• Customer Success Operational Support
  • Support customer onboarding activities and operational readiness for new customer deployments.
  • Assist with Customer Success operational projects, documentation, reporting, and process improvements to improve scalability across the growing customer base.
  • Provide operational support for strategic initiatives and cross-functional projects as business priorities evolve.

Schedule

On-site (Monday – Friday)

Pay

$30 per hour