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Providence Health & Services Principal Service Engineer PSJH in Seattle, Washington


Providence is calling a Principal Service Engineer PSJH to Providence Health & Services in Seattle, WA.

Service Engineer installs, configures, troubleshoots, and maintains products/equipment solutions. Identifies, analyzes, and repairs product failures, install new components or parts. Being a Service Engineer develops creative solutions to more unique, chronic, or complex issues. Answers difficult customer questions about product features, recommends appropriate upgrades. Additionally, SE preforms start up testing and customer training on features and general maintenance of product. May mentor less experienced engineers and outsourced staff augmenters and verify work. Has extensive knowledge of the organization's products and services and is considered an expert. The SE works on advanced, complex technical projects or business issues requiring state of the art technical or industry knowledge. Goals are generally communicated in solution or project goal terms. Provides a leadership role for the work group through knowledge of the assigned region* and facilities.

*Region: Seattle, Edmonds, Everett, Issaquah

We are seeking a Principal Service Engineer PSJH to work in partnership with developers, testers, and program managers, (typically early in the development process) to design, operate, grow, and improve large-scale, computer-based services offered to IS, non-IS and clinical caregivers. Their technical skills are on par with their Development, Test, and Program Management counterparts.

In this position you will have the following responsibilities:

  • Partner with Engineering, Development, QA, and Program/Project Management peers to translate caregiver, business and technical requirements into components of a service architecture, ensuring that the service will meet compliance and operability standards, and KPIs around resilience, availability, quality, cost, and caregiver expectations.

  • Create and identify standards and best practices and is responsible for building and implementing required architecture in partnership with other IS engineering teams.

  • Design components of a service delivery system that defines tools, hardware, processes, role assignments, dependencies, and documentation, resulting in a complete system that supports service delivery and meets KPIs. Creates detailed project plans including milestones, testing, documentation and implementation.

  • Communicate with stakeholders and applies advanced diagnostic expertise to restore service with minimal disruption to the caregiver and business. During service disruptions and degradations, owns the problem, solving it once and for all. Extrapolate from past experiences and delivers innovations.

  • Actively take part in disaster recovery drills. Participate as needed in incident response management during non-working hours.

  • Own the design, implementation, testing, and management of alerting and telemetry systems, and disaster recovery and business continuity plans in partnership with other engineering teams to support 24x7 uptime goals. Make recommendations on capacity requirements, based on service KPIs, evolving caregiver usage scenarios, and proposed new feature releases to enable the team to create a viable cost model.

  • Work with stakeholders to create a cost model and reporting system that enables teams to forecast, track, and report on the costs generated by business and usage scenarios.

  • Maximize the effectiveness of financial resources.

  • Use expertise to identify potential platform, system, deployment, security and environmental issues prior to service and solution releases, ensuring an on-time release with measurable improvement in KPIs.

  • Develop and maintain effective processes to automate tasks and ensure compliance with security policies and drives the adoption of a solution across multiple service teams.

  • Own service and infrastructure lifecycle planning to ensure critical software and hardware components are kept current.

  • Responsible for the information management of applications, device, and infrastructure data inside the CMDB (Configuration Management Database) and associated systems.

  • Establish service metrics, based on a deep understanding of the end-to-end service, and works with partner teams to analyze data, and identify and drive service improvements.

  • Regularly analyze operational cost data, identify cost-saving efficiencies, and influences the business to adopt these efficiencies across the service team.

  • Mentor and be a technical leader to less experienced team members, improving their skills, their knowledge of our systems and their ability to get things done.

  • Acts as the group’s thought leader on new technologies and their adoption. Creates and identifies standards and best practices, and drives the adoption of them by IS. Advocates the IS roadmap and vision.

  • Focus on driving for results, accountability, and strategic thinking.

  • Provide assistance with troubleshooting issues escalated to engineering including on-call assistance for top priority incidents.


Required qualifications for this position include:

  • Bachelor's Degree in Computer Engineering, Computer Science, Mathematics, Engineering or equivalent education/experience.

  • 8 years related experience

Preferred qualifications for this position include:

  • Prior Service Engineer or Solution(s) Engineer experience.

  • Master's Degree in Computer Engineering, Computer Science, Mathematics, Engineering or equivalent education/experience.

  • Experience in a Healthcare environment

About the department you will serve.

Providence Shared Services provides a variety of functional and system support services for our Providence family of organizations across Alaska, California, Montana, New Mexico, Oregon, Texas and Washington. We are focused on supporting our Mission by delivering a robust foundation of services and sharing of specialized expertise.

We offer comprehensive, best-in-class benefits to our caregivers. For more information, visit

Our Mission

As expressions of God’s healing love, witnessed through the ministry of Jesus, we are steadfast in serving all, especially those who are poor and vulnerable.

About Us

Providence is a comprehensive not-for-profit network of hospitals, care centers, health plans, physicians, clinics, home health care and services continuing a more than 100-year tradition of serving the poor and vulnerable. Providence is proud to be an Equal Opportunity Employer. Providence does not discriminate on the basis of race, color, gender, disability, veteran, military status, religion, age, creed, national origin, sexual identity or expression, sexual orientation, marital status, genetic information, or any other basis prohibited by local, state, or federal law.

Schedule: Full-time

Shift: Day

Job Category: Infrastructure

Location: Washington-Seattle

Req ID: 307642