Digital Workplace Experience Engineer

Job description

Position Summary

The Digital Workplace Experience Engineer is a senior individual contributor responsible for engineering the workflows, platform integrations, automation patterns, and experience capabilities that reduce employee technology friction and remove repetitive human work from service operations.

This is not a senior help desk or escalation role. The position is accountable for redesigning how employee technology services are delivered across identity, endpoint, collaboration, onboarding, device lifecycle, software fulfillment, and workplace services. Complex exceptions may be handled when engineering judgment is required, but the expected result is a reusable pattern, automated workflow, platform correction, or control improvement rather than a single resolved case.

The role supports Project Aurora by engineering the Service Desk & End User Experience function into an orchestration layer within Platform Engineering. It supports Project Catalyst by converting validated recurring signals into durable remediation, process redesign, standardization, and automation. It advances Project Zero by increasing zero-touch fulfillment, automation-led resolution, proactive remediation, and human-by-exception operations.

Role Mission

Engineer scalable employee technology services that prevent avoidable demand, automate repeatable work, orchestrate cross-platform workflows, improve experience by design, and allow Nova to grow without proportional increases in manual service effort.

Work Architecture View

This role is designed around capability ownership and measurable business outcomes rather than individual service requests. It connects employee technology services across systems, teams, providers, approvals, controls, and lifecycle events.

The role redesigns work so employees and service teams can focus on complex exceptions, experience improvement, and engineering decisions while automation and intelligent tools support fulfillment, routing, remediation, validation, evidence collection, and recurring operational tasks.

Core Outcomes

Remove repetitive fulfillment, triage, remediation, evidence, and coordination activities through automation or process elimination.Reduce service demand by correcting root causes, recurring platform conditions, and ineffective workflow designs.Improve employee readiness by reducing handoffs, delays, and exceptions across onboarding, access, device, software, and workplace services.Establish consistent global execution through standard patterns, shared platforms, explicit controls, and measurable outcomes.Enable human-by-exception operations so people can focus on ambiguity, high-impact exceptions, experience problems, and engineering improvements.Support operational scalability through reusable platforms and automation rather than proportional increases in manual service capacity.Primary Workstreams

Employee Service Workflow Engineering & OrchestrationDigital Workplace Experience EngineeringEmployee Lifecycle AutomationAutomation-Led Fulfillment & Proactive RemediationAI-Assisted & Agent-Supported Service WorkflowsCatalyst Corrective EngineeringAutomation Reliability & GovernanceCross-Platform Service Design & IntegrationEssential Responsibilities

Employee Service Workflow Engineering & Orchestration

Design end-to-end employee technology workflows that connect service intake, policy, identity, endpoint, collaboration, software, asset, logistics, approval, and notification capabilities.Establish reusable workflow and orchestration patterns across systems, teams, providers, approvals, and employee lifecycle events.Partner with Identity, Endpoint, Infrastructure, Network, Cybersecurity, Applications, Human Resources, Procurement, and external providers to establish reusable integration and handoff patterns.Design human-in-the-loop and exception-handling patterns that define when automation proceeds, pauses, escalates, validates, or requires approval.Digital Workplace Experience Engineering

Improve endpoint and workplace experiences through proactive detection, automated correction, configuration improvements, experience telemetry, and platform standards.Identify employee journey friction and translate it into platform, integration, workflow, or process improvements.Engineer consistent experiences across identity, endpoint, collaboration, software, and workplace services.Apply experience-by-design principles to reduce delays, unnecessary handoffs, repeat contacts, and preventable employee effort.Employee Lifecycle Automation

Engineer onboarding, transfer, offboarding, device lifecycle, access, and software delivery patterns for low-touch or zero-touch execution.Connect employee lifecycle workflows across service intake, identity, endpoint, software, asset, logistics, approvals, notifications, and supporting business processes.Improve employee readiness by reducing manual coordination, processing delays, and avoidable exceptions.Develop reusable lifecycle patterns that can be adopted across services or regions.Automation-Led Fulfillment & Proactive Remediation

Build, configure, or coordinate automation for repeatable fulfillment, remediation, routing, validation, evidence capture, communications, and service recovery activities.Translate recurring defects, operational bottlenecks, and validated service signals into engineered solutions that reduce demand and manual effort.Enable event-driven and proactive remediation capabilities that correct recurring conditions before they generate employee contacts.Focus advanced engineering support on complex exceptions that reveal opportunities for reusable designs, platform improvements, or future automation patterns.AI-Assisted & Agent-Supported Service Workflows

Enable AI-assisted service capabilities by structuring knowledge, workflow context, decision boundaries, data requirements, validation controls, and escalation paths.Design appropriate human review and approval points for AI-assisted and agent-supported workflows.Support the responsible use of intelligent guidance, virtual assistance, and agent-supported service activities.Ensure AI-assisted workflows operate within established controls and maintain clear human accountability for decisions and exceptions.Catalyst Corrective Engineering

Perform corrective engineering against Catalyst improvement items.Convert validated signals and root causes into reusable technical improvements, workflow redesigns, standardization, or automation.Verify whether implemented changes reduce recurrence, friction, risk, rework, or support demand.Use evidence and operational outcomes to determine whether corrective actions produced durable improvements.Automation Reliability & Governance

Create technical workflows, integration requirements, runbooks, support models, test cases, recovery procedures, ownership assignments, and operational documentation for each engineered capability.Ensure automations and workflows are observable, supportable, controlled, documented, recoverable, and appropriately owned throughout their lifecycle.Instrument automations and workflows so reliability, failures, cycle time, exception volume, manual effort removed, and business outcomes can be measured.Design testing, failure handling, escalation, recovery, and operational readiness requirements for automated capabilities.Establish clear ownership and support expectations for workflows after implementation.Technical Leadership & Knowledge Sharing

Serve as an advanced engineering resource for complex exceptions when the work produces a reusable design, platform improvement, or future automation pattern.Guide other contributors through technical patterns and knowledge sharing without direct people-management responsibility.Facilitate cross-functional design discussions involving platform, security, application, business, and provider teams.Promote reusable engineering patterns, consistent documentation, and shared technical knowledge across employee technology services.Skills to Bring

• Workflow engineering and service orchestration
• Endpoint and digital workplace engineering
• Identity and access workflow integrationAPI, connector, event, and data-flow concepts

Low-code or scripted automation

• Service architecture and systems integration
• Testing, failure handling, and operational readiness
• Root cause analysis and corrective engineering
• Technical documentation and cross-functional design facilitation

Skills to Develop

AI agent and human workflow orchestration

Event-driven and autonomous remediation

• Experience observability and predictive support
• Policy-as-code and automated control validation
• Process mining and automation discovery
• Automation product ownership and lifecycle governance
• Value-stream engineering and productivity measurement
• Resilient workflow design and automated recovery
• Zero-touch lifecycle architecture

Required Qualifications

Bachelor's degree in Information Technology, Computer Science, Information Systems, Engineering, or a related discipline, or equivalent experience.Progressive experience in digital workplace engineering, endpoint engineering, identity workflow integration, service automation, systems integration, platform operations, or workflow development.Experience designing or implementing workflows that span multiple systems, teams, approvals, data sources, or lifecycle stages.Experience with automation, scripting, low-code workflow development, APIs, integrations, event-driven operations, or platform configuration.Demonstrated ability to perform root cause analysis and convert recurring operational problems into reusable technical or process solutions.Strong technical communication and design skills with the ability to influence across platform, security, application, business, and provider teams.Preferred Qualifications

Experience supporting manufacturing, healthcare technology, life sciences, regulated, or global organizations.Experience with service management, endpoint management, identity, collaboration, digital employee experience, asset, automation, orchestration, observability, or integration platforms.Experience engineering onboarding, device lifecycle, access, software fulfillment, proactive remediation, or self-service capabilities.Familiarity with AI-assisted operations, intelligent agents, process mining, automated evidence, policy-driven workflows, or autonomous remediation.Relevant engineering, automation, cloud, endpoint, identity, service management, or architecture certifications are desirable.Core Competencies

Engineering MindsetSystems IntegrationAutomation FirstExperience by DesignSystems ThinkingRoot Cause EliminationTechnical OwnershipOperational ResilienceCollaboration & InfluenceEvidence-Based ImprovementSuccess Measures

Increase the percentage of eligible service work that is automated or eliminated.Reduce manual touches, handoffs, cycle time, and exception volume.Increase zero-touch fulfillment and automation-led resolution.Reduce recurrence following corrective engineering.Improve employee readiness and lifecycle completion outcomes.Maintain automation reliability, recoverability, supportability, and measurable value.Increase the adoption of reusable workflow and integration patterns across services or regions.Success Profile

The ideal candidate is a service and automation engineer who measures success by the work that no...