Lead 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 Senior / Lead ControlUp & Digital Experience Engineer is responsible for designing, operating, and evolving enterprise‑scale digital experience monitoring, real‑time observability, and automation using ControlUp.

This role serves as a technical architect and platform lead, owning ControlUp strategy across Citrix, VDI, and endpoint environments, driving experience‑led operations, proactive remediation, and automation‑first practices that improve reliability, performance, and end‑user experience.

Key Responsibilities

Lead and own the ControlUp platform end‑to‑end by architecting real‑time observability and experience analytics across Citrix, VDI, and endpoints; designing and operating dashboards, alerts, and triggers; building governed, event‑driven workflows and advanced PowerShell‑based remediation; integrating with ServiceNow and enterprise APIs; enforcing GitHub‑driven automation standards; driving environment hygiene and self‑healing operations; and converting operational and experience data into measurable EUC and business outcomes.

Skills & Qualifications

• 7+ years of experience in EUC, Digital Workplace, Observability, or DEX engineering in large enterprise environments
• 4+ years of deep, hands‑on experience with ControlUp in production enterprise deployments
• Strong expertise in ControlUp RTDX, Insights, Edge DX, Scoutbees, and automation capabilities
• Mandatory: Advanced PowerShell scripting for automation, remediation, and troubleshooting
• Strong experience using GitHub for source control, reviews, and engineering best practices
• Hands‑on experience with REST API integrations and workflow‑driven automation
• Deep understanding of Windows endpoints, VDI internals, session behavior, and EUC performance signals
• Strong experience supporting Citrix Virtual Apps & Desktops and/or Endpoint IGEL, Windows, MacOS.
• Experience operating in large, regulated enterprise environments with change, security, and audit requirements
• Proven ability to lead platform strategy, influence engineering practices, and drive measurable outcomes
• Excellent documentation, communication, and stakeholder engagement skills

Preferred Qualifications

• Experience with additional DEX platforms such as ControlUp, Nexthink or Aternity
• Exposure to experience‑led operations, self‑healing endpoints, or AIOps‑aligned models
• Experience with ControlUp Workflows, automation at scale, and platform standardization
• Working knowledge of Infrastructure as Code (IaC) and automation‑first operating models
• Experience contributing to platform transformations, modernization programs, or observability strategy

Certifications (Nice to Have)

• ControlUp Certification (Admin / Advanced / DEX)
• Citrix CCA-V, AZ‑900
• ITIL Foundation