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 largescale 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 experienceled operations, combining DEX, endpoint observability, automation, and AIassisted remediation capabilities.
Core Responsibilities:
Enterprise Architecture & Strategy
- Own the enterprise Digital Experience (DEX) and Endpoint Observability architecture within ESI
- Define the longterm technical strategy for experienceled 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, crossdomain engineering decisions
DEX & Observability Platforms
- Lead enterprisescale 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 userexperience 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 selfhealing and proactive remediation patterns across endpoints and EUC platforms
- Establish automation governance using GitHubbased workflows, reviews, and version control
- Reduce repeat incidents and operational noise through datadriven automation strategies
Platform Integrations & Data Engineering
- Own integrations between DEX / observability platforms and ServiceNow for experiencedriven incident workflows
- Design and implement REST API-based integrations for telemetry sharing, enrichment, and automation
- Enable crossplatform 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 handson experience with ControlUp and Citrixbased monitoring / analytics
- Mandatory: Expertlevel PowerShell scripting for automation and remediation
- Strong experience with GitHub for code governance and collaboration
- Handson REST API integration experience
- Deep understanding of Windows endpoint internals, endpoint health, performance, and stability
- Experience designing enterprisescale 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 / AddOn Skills
- Experience with Virtual Desktop (VDI) environments
- Knowledge of synthetic monitoring, telemetry pipelines, and experienceled operations
- Exposure to AIOps or agentic AIdriven observability models
- Familiarity with Infrastructure as Code (IaC) and automationfirst operating models
- Experience working in regulated enterprise environments
Certifications (Nice to Have)
- Nexthink Advanced Certification (Admin / Advanced / DEX)
- Microsoft Endpoint Administrator - MD102 (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)
