Principal Service Engineer

Organization Background

Engineering Services & Infrastructure (ESI) provides the core technology foundation enabling caregivers, physicians, patients, and technology partners to deliver on Providence’s mission. ESI supports Cloud Services, Network Connectivity, Data Centers, Collaboration Platforms, and End User Computing (EUC), driving large‑scale cloud adoption, infrastructure modernization, and digital experience transformation.

Role Summary

The Principal Service Engineer / Senior Architect – Digital Experience & Observability is a senior individual contributor responsible for defining, governing, and advancing the enterprise digital experience and observability architecture across endpoints, EUC platforms, and supporting infrastructure.

This role owns the technical strategy, platform architecture, and operating model for experience‑led operations, combining DEX, endpoint observability, automation, and AI‑assisted remediation capabilities.

Core Responsibilities:

Enterprise Architecture & Strategy

• Own the enterprise Digital Experience (DEX) and Endpoint Observability architecture within ESI
• Define the long‑term technical strategy for experience‑led operations across EUC and endpoint services
• Establish platform standards, architectural patterns, and governance models adopted across teams
• Serve as the final technical authority for complex, cross‑domain engineering decisions

DEX & Observability Platforms

• Lead enterprise‑scale design and operation of Nexthink (Collectors, Engines, Portal, NQL, workflows)
• Architect integrated observability solutions across:
• Nexthink (DEX)
• ControlUp (VDI / EUC monitoring and remediation)
• Citrix monitoring and analytics
• Endpoint and infrastructure observability platforms (e.g., synthetic monitoring, telemetry services)
• Drive correlation of endpoint, VDI, application, and user‑experience signals into a unified experience view
• Define and maintain experience indicators, SLIs, KPIs, and service health models aligned to business outcomes

Automation & Proactive Remediation (Mandatory)

• Architect and develop advanced PowerShell automation for endpoint diagnostics and remediation
• Design and implement self‑healing and proactive remediation patterns across endpoints and EUC platforms
• Establish automation governance using GitHub‑based workflows, reviews, and version control
• Reduce repeat incidents and operational noise through data‑driven automation strategies

Platform Integrations & Data Engineering

• Own integrations between DEX / observability platforms and ServiceNow for experience‑driven incident workflows
• Design and implement REST API–based integrations for telemetry sharing, enrichment, and automation
• Enable cross‑platform data flows across monitoring, CMDB, ITSM, and automation platforms

Technical Leadership & Influence

• Act as a technical mentor and advisor to Senior and Lead Service Engineers
• Influence platform and roadmap decisions across ESI, EUC, Service Engineering, and partner teams
• Translate complex technical and experience insights into clear risk, impact, and recommendation narratives
• Lead the creation of technical standards, reference architectures, and authoritative documentation.

Skills & Qualifications

Required

• 10–12+ years of experience in Endpoint Services, EUC, Observability, or Digital Experience in large enterprises
• Deep expertise in Nexthink (NQL, dashboards, investigations, workflows, alerts)
• Strong hands‑on experience with ControlUp and Citrix‑based monitoring / analytics
• Mandatory: Expert‑level PowerShell scripting for automation and remediation
• Strong experience with GitHub for code governance and collaboration
• Hands‑on REST API integration experience
• Deep understanding of Windows endpoint internals, endpoint health, performance, and stability
• Experience designing enterprise‑scale observability and monitoring architectures
• Proven ability to lead complex technical initiatives without direct authority
• Strong written and verbal communication skills with senior technical and leadership stakeholders.

Preferred / Add‑On Skills

• Experience with Virtual Desktop (VDI) environments
• Knowledge of synthetic monitoring, telemetry pipelines, and experience‑led operations
• Exposure to AIOps or agentic AI‑driven observability models
• Familiarity with Infrastructure as Code (IaC) and automation‑first operating models
• Experience working in regulated enterprise environments

Certifications (Nice to Have)

• Nexthink Advanced Certification (Admin / Advanced / DEX)
• Microsoft Endpoint Administrator – MD‑102 (Modern Endpoint Management / Intune)
• GitHub Certification (Foundations or higher) – enterprise source control and automation governance
• Endpoint & MDM Platform Certifications
• Microsoft Intune / MEM
• SCCM / MECM (preferred)
• EUC / Virtual Desktop Certifications
• Citrix Certified Associate / Professional (CCA / CCP) or equivalent
• ITIL Foundation (Service management and operational best practices)