Senior 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 Nexthink & DEX Engineer is responsible for enterprise‑wide endpoint visibility, digital experience analytics, automation, and proactive remediation. This role acts as a technical lead, driving experience‑led operations across Windows endpoints, EUC platforms, and Nexthink‑integrated workflows.

Key Responsibilities

• Lead administration and operation of Nexthink (Collectors, Engines, Portal) in large enterprise environments
• Design and maintain Nexthink dashboards, investigations, NQL queries, workflows, alerts, and experience indicators
• Develop and maintain advanced PowerShell automation for monitoring, diagnostics, and remediation (mandatory)
• Build and operate Nexthink workflows for proactive detection, remediation, and self‑healing use cases
• Integrate Nexthink with ServiceNow for incident creation, enrichment, and experience‑driven workflows
• Integrate Nexthink data with enterprise platforms using REST APIs
• Use GitHub for version control, collaboration, reviews, and governance of automation assets
• Provide technical leadership for Windows endpoint services across physical, virtual, and cloud environments
• Maintain strong understanding of endpoint state (performance, stability, compliance, security signals, user impact)
• Drive proactive remediation strategies to reduce repeat incidents and user disruption
• Establish experience baselines, trends, and KPIs aligned to EUC and business outcomes
• Communicate experience trends, risks, and recommendations to technical and leadership stakeholders

Skills & Qualifications

• 7+ years of experience in EUC, Endpoint Services, or Digital Employee Experience in large enterprise environments
• Strong hands‑on expertise with Nexthink, including dashboards, investigations, workflows, alerts, and NQL
• Mandatory: Advanced PowerShell scripting for automation and troubleshooting
• Strong experience with GitHub for source control and collaboration
• Hands‑on experience with REST API integrations
• Deep understanding of Windows endpoint internals and endpoint state management
• Experience supporting Citrix and/or Azure Virtual Desktop (AVD) environments
• Understanding of endpoint telemetry, performance analysis, and security posture
• Exposure to experience‑led operations, proactive remediation, or AIOps‑aligned models
• Working knowledge of Infrastructure‑as‑Code (IaC) and automation‑first operations
• Proven ability to lead technical initiatives in large, regulated enterprise environments
• Strong documentation, communication, and stakeholder engagement skills

Certifications (Nice to Have)

• Nexthink Certification (Admin / Advanced / DEX)
• Microsoft Endpoint Administrator (MD‑102), AZ-900, GH-900
• ITIL Foundation