Senior Systems Engineer (Digital Employee Experience)

You could be the one who changes everything for our 28 million members by using technology to improve health outcomes around the world.  As a diversified, national organization, Centene's technology professionals have access to competitive benefits including a fresh perspective on workplace flexibility.
 

Position Purpose:

The Senior Systems Engineer of DEX (Digital Employee Experience) is responsible for ensuring the optimization of the organization’s Digital Employee Experience solutions. The Senior System Engineer is also responsible for managing incident escalations and resolving solution outages to minimize business disruption and maximize productivity.

• Provides direct support and guidance to peers in troubleshooting endpoint related incidents and outages
• Work closely with peer endpoint teams on root cause analysis of endpoint issues and build long-term preventive solutions
• Provide occasional after-hours support to critical issues and outages
• Implement the DEX Strategy that drives continuous improvements of the end user compute experience
• Support planned and unplanned reporting efforts on status updates to senior and executive leadership
• Coordinate problem and incident management with 3rd party vendors
• Mentor, and coach peer multidisciplinary system engineers, foster a culture of innovation, accountability, and continuous improvement
• As needed, facilitate Agile ceremonies (planning, stand-ups, various, etc.) to drive team performance and deliver high-quality outcomes
• As needed, collaborate with Product Owners, Customer Success, Architecture, stakeholders, and cross-functional teams to prioritize backlogs and align engineering efforts with business objectives
• Work with team peers to manage the escalation process for critical incidents and solution outages related to End User Technologies, ensuring timely resolution and effective communication with stakeholders
• Establish and refine incident management procedures, including root cause analysis and post-mortem reviews to prevent recurrence
• Coordinate with support teams, vendors, and other IT functions to address complex technical issues and restore services efficiently
• Use monitoring and reporting to identify, track and trend endpoint related performance issues impacting end users and DEX score
• Identify opportunities to automate processes, reduce manual effort, document procedures, and increase the reliability of End User Technologies
• Stay informed of industry trends, emerging technologies, and best practices to drive innovation within the DEX domain
• Performs other duties as assigned
• Complies with all policies and standards

Education/Experience:

A Bachelor's degree in a quantitative or business field (e.g., statistics, mathematics, engineering, computer science) and Requires 4 – 6 years of related experience.
Or equivalent experience acquired through accomplishments of applicable knowledge, duties, scope and skill reflective of the level of this position.
Technical Skills:

• Experience with additional End User Technology solutions (e.g., Microsoft Endpoint Manager, ServiceNow, Cloud Computing, Group Policy, InTune, etc)
• Proven track record of driving DEX improvements and measurable business outcomes
• Hands-on experience with Nexthink or similar DEX platforms
• Strong background in incident management, escalation handling, and service restoration for End User Technologies
• Demonstrated expertise in Agile methodologies (e.g., Scrum, Kanban).
• Ability to analyze complex problems and drive effective solutions in high-pressure situations
• Strong analytical skills with experience using data to guide decision-making

Soft Skills:

• Intermediate - Seeks to acquire knowledge in area of specialty
• Intermediate - Ability to identify basic problems and procedural irregularities, collect data, establish facts, and draw valid conclusions
• Intermediate - Ability to work independently
• Intermediate - Demonstrated analytical skills
• Intermediate - Demonstrated project management skills
• Intermediate - Demonstrates a high level of accuracy, even under pressure
• Intermediate - Demonstrates excellent judgment and decision making skills

License/Certification:

• Certifications in Agile (e.g., Scrum Master, Product Owner) or IT Service Management (e.g., ITIL) preferred

Centene offers a comprehensive benefits package including: competitive pay, health insurance, 401K and stock purchase plans, tuition reimbursement, paid time off plus holidays, and a flexible approach to work with remote, hybrid, field or office work schedules.  Actual pay will be adjusted based on an individual's skills, experience, education, and other job-related factors permitted by law, including full-time or part-time status.  Total compensation may also include additional forms of incentives. Benefits may be subject to program eligibility.

Centene is an equal opportunity employer that is committed to diversity, and values the ways in which we are different. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or other characteristic protected by applicable law.

Qualified applicants with arrest or conviction records will be considered in accordance with the LA County Ordinance and the California Fair Chance Act