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Senior Systems Engineer – Nexthink (Digital Employee Experience – DEX)

San Diego, CA (Hybrid)

We are seeking a Senior Nexthink Engineer to lead the configuration, monitoring, automation, and analysis of our Nexthink platform. This role is critical in enabling a proactive IT operations model, leveraging real-time insights to drive automated remediation, preventive measures, and an improved digital employee experience (DEX).

The Senior Nexthink Engineer will work closely with IT Core Services, InfoSec, and Service Management teams to ensure endpoint health, security compliance, and user experience optimization. The ideal candidate will have strong ITIL/ITSM expertise, scripting skills (PowerShell, Bash, NQL), and hands-on experience integrating Nexthink with enterprise IT solutions (e.g., ServiceNow, Jamf, Splunk).

By collaborating across IT and InfoSec, this role will improve endpoint performance visibility, mitigate risks, and support enterprise-wide digital experience management. The successful candidate will drive continuous service improvement (CSI) and help build a self-healing IT environment that minimizes incidents and maximizes operational efficiency.

Key Responsibilities:

Nexthink Platform Configuration & Administration

• Configure and optimize the Nexthink platform for real-time endpoint monitoring and proactive IT operations.
• Design and maintain custom dashboards, alerts, and reports for visibility into user experience and device health.
• Develop and manage Nexthink campaigns to collect user sentiment and improve IT engagement.
• Oversee Collector deployments, ensuring enterprise-wide stability and performance.

Monitoring, Analysis & Proactive Remediation

• Continuously monitor endpoint health, user experience, and security risks using Nexthink insights.
• Analyze trends and behavioral patterns to identify and address potential IT issues before they impact users.
• Implement automated remote actions to resolve performance issues and improve device reliability.
• Collaborate with IT support and engineering teams to reduce incidents, enhance SLAs, and improve IT efficiency.

Automation & Preventive Measures

• Develop custom scripts (PowerShell, Bash, NQL) to automate Nexthink workflows and implement self-healing solutions.
• Automate remediation tasks such as software repairs, performance tuning, and configuration fixes.
• Define and enforce preventive policies based on Nexthink insights to reduce recurring incidents.
• Integrate Nexthink alerts with ITSM tools (e.g., ServiceNow) to streamline incident management.

ITSM Process Alignment & Stakeholder Collaboration

• Align Nexthink-driven insights with ITIL and ITSM best practices to drive service improvements.
• Support root cause analysis (RCA) and continuous service improvement (CSI) initiatives.
• Partner with the service desk to reduce ticket volume through proactive automation and IT actions.
• Deliver insightful reports and executive summaries on IT performance, user experience trends, and proactive IT impact.
• Mentor junior engineers and IT support teams on Nexthink best practices and automation techniques.

Required Skills & Experience

• 5+ years of experience in IT operations and digital experience management, with a focus on enterprise endpoint management (Windows/macOS).
• Strong expertise in Nexthink platform administration, configuration, and automation.
• Proficiency in PowerShell, Bash, and Nexthink Query Language (NQL) for automation and scripting.
• Deep understanding of ITIL and ITSM frameworks (incident, problem, change management).
• Hands-on experience integrating Nexthink with enterprise IT solutions such as: ServiceNow, Jamf Pro, Ivanti Endpoint Manager, Splunk, Big Panda
• Strong analytical and troubleshooting skills, with experience in performance monitoring and proactive IT support.
• Ability to interpret complex datasets and translate them into actionable IT improvements.
• Excellent communication skills, capable of presenting findings to both technical and non-technical stakeholders.

Preferred Qualifications

• ITIL 4 Certification
• Nexthink Advanced or Master Certification
• Experience in enterprise endpoint management solutions (Ivanti EPM, Jamf Pro)

Why Join Us?

• Work with cutting-edge digital experience management (DEX) technologies to improve enterprise IT operations.
• Collaborate with top IT and InfoSec professionals in a high-impact, innovation-driven role.
• Lead the transformation to a self-healing IT environment with proactive automation and analytics.
• Competitive salary, professional development opportunities, and a dynamic work environment.

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Equal Opportunity Statement:

Sony is an Equal Opportunity Employer. All persons will receive consideration for employment without regard to gender (including gender identity, gender expression and gender reassignment), race (including colour, nationality, ethnic or national origin), religion or belief, marital or civil partnership status, disability, age, sexual orientation, pregnancy, maternity or parental status, trade union membership or membership in any other legally protected category.

We strive to create an inclusive environment, empower employees and embrace diversity. We encourage everyone to respond. 

PlayStation is a Fair Chance employer and qualified applicants with arrest and conviction records will be considered for employment.