Job Description Job Description Location: Waltham, MA (Hybrid)
Targeted Salary Range: $135,000 to $165,000
Reports To: Senior Manager, Service Desk & End User Experience
Department: Information Security & Infrastructure Operations
Company Overview
Nova Biomedical is a global leader in advanced analytical and diagnostic technologies supporting healthcare, biotechnology, and life sciences organizations worldwide. Nova relies on secure, reliable, and scalable technology capabilities to support employees, manufacturing operations, research and development, commercial teams, and corporate functions across a global environment.
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 & Orchestration
- Digital Workplace Experience Engineering
- Employee Lifecycle Automation
- Automation-Led Fulfillment & Proactive Remediation
- AI-Assisted & Agent-Supported Service Workflows
- Catalyst Corrective Engineering
- Automation Reliability & Governance
- Cross-Platform Service Design & Integration
Essential 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 integration
- API, 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 . click apply for full job details