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)
Control Up (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 Power Shell automation for endpoint diagnostics and remediation
Design and implement self‑healing and proactive remediation patterns across endpoints and EUC platforms
Establish automation governance using Git Hub‑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 Service Now 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
9–12+ 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 Control Up and Citrix‑based monitoring / analytics
Mandatory:
Expert‑level Power Shell scripting for automation and remediation
Strong experience with Git Hub 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)
Git Hub 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)