Joshua Nelson on reimagining IT experience management for modern enterprises
In an era where technology is evolving faster than most organizations can adapt, traditional IT is no longer enough.
Joshua Nelson, Director of Technology Experience at Power Design Inc., shows exactly what it takes to deliver meaningful experiences, powered by data, AI, and empathy.
Josh joined our CEO Vijay Rayapati in a recent episode of Atomic Conversations for a talk about the evolution of IT service delivery, the rise of Enterprise Service Management (ESM), and why AI is no longer optional for forward-looking organizations.
Watch the full conversation here or skim through our key highlights from the discussion below.
From IT being a support function to a strategic partner
Joshua's journey into IT was unconventional, starting not in a classroom but in the U.S. Marine Corps, where he says that he was “handed a computer instead of a rifle”.
More than two decades later, he leads technology experience at Power Design, bridging the gap between technical capability and human impact.
His team’s mission?
To turn IT from a support function into a business enabler. And that starts with redefining how technology is experienced by employees, teams, and the enterprise.
At the end of the day, what we do in IT is help people solve problems. We get to make their days better and that allows them to produce what they need to for their day job.
Why “technology experience” matters
Joshua’s job title isn’t just branding; it truly reflects a deliberate shift in focus. Power Design treats IT as a core component of employee and business experience. That means looking beyond traditional metrics to understand how technology is used, where it creates friction, and how it can be simplified.
By formalizing experience management, mapping user journeys, understanding personas, and tracking interactions, Josh’s team ensures that IT delivers value at every touchpoint.
All IT providers are in the experience management business, whether they call it that or not.
This has helped Power Design build a more proactive, insight-driven IT function, one that anticipates needs and scales support across the enterprise.
AI is not any other ‘trend’, it’s a strategic requirement
While many companies rush to experiment with generative AI tools, Joshua cautions that hype alone won’t deliver results.
His approach?
Stay grounded in ROI.
“Right when ChatGPT first hit, for example, there was a lot of buzz around it, but no one really knew how to put it into practice to really get that value return. I think we’ve come a long way. So, one of the things we look at in Power Design with our AI strategy is, do we get the value out of this, and it’s not necessarily just a cool buzz item,” remarks Josh.
At Power Design, AI is already embedded in workflows, enhancing productivity, simplifying service delivery, and driving efficiency across departments. But Joshua is quick to note: adopting AI isn’t about being trendy. It’s about staying relevant.
“You can either embrace AI and understand how to leverage it to make your business more successful, or unfortunately, you can get left behind,” he said.
Beyond ITSM: The rise of enterprise service management
One of Josh’s most ambitious initiatives is expanding IT service models across the organization through Enterprise Service Management (ESM).
The goal is simple: bring the same speed, quality, and service standards from IT into other departments.
“I would say probably the most exciting thing for me right now is the ESM concept that we're bringing in. (It is like) IT service management, but how do we take that even farther with enterprise service management.”
Josh mentions how they’ve focused on taking services across the company and extending them with the same high quality and speed that you would expect from an IT entity.
“So, we’ve been able to leverage those skill sets and apply them holistically across the board. I’m very excited for that,”he mentions.
For organizations looking to break down silos and scale operations intelligently, ESM offers a clear path forward. And it’s gaining traction.
Managing the “always on” nature of IT leadership
As any IT leader knows, the job doesn’t come with an off switch. Between system alerts and employee requests, there’s constant pressure to stay responsive.
Joshua’s advice for managing that stress is to get clear on your priorities and lead with empathy.
“You are always on, but I think it's important to have your priorities in line. The other thing I would say and what I found to be very effective, is that I think about my customer, but I also think a lot about my employees,” said Joshua.
We look at the employee journey and map the employee personas. We see how we can make their day-to-day better because if you take care of your employees, they'll take care of your customers.
By focusing on employee experience, Joshua truly believes that IT leaders can build more resilient teams that, in turn, deliver better results for the business.
Advice for the next generation
For those entering the IT world today, Joshua’s story offers both inspiration and grounded wisdom. He didn’t plan on a career in tech, but he’s stayed in it because the work is meaningful, dynamic, and people-focused.
His advice?
“If you find yourself in a spot in your career, don’t just leave it to get out of that situation; figure out what you’re looking for, figure out what you want, and then go towards that. Don’t leave a situation, but go to a new one.”
It’s that mix of intentionality and adaptability that has defined Joshua’s path, and why he continues to be a guiding voice for what modern IT leadership can look like.
Final thoughts
From AI adoption to ESM implementation, Joshua Nelson is showing what it means to lead IT with heart, strategy, and vision.
His work at Power Design reflects a broader shift happening across industries: IT is no longer just about uptime and ticket resolution. It’s about designing systems that elevate people and make technology feel seamless, intuitive, and human.
Watch the full episode of Atomic Conversations here.
