Staff Systems Engineer, IT
GitLab · Remote, United States
About this role
**Staff Systems Engineer, IT (GitLab)** ## About the role Staff Systems Engineer, IT is a senior, hands-on generalist role owning a broad set of platforms. You’ll own the systems and integrations behind the employee lifecycle (onboarding, role changes, offboarding), build them as infrastructure-as-code with SRE practices (versioned, observable, reliable), and serve as the technical owner of GitLab’s ITSM platform and the AI capabilities layered on top. You’ll also own shared IT infrastructure across GitLab’s cloud footprint, replacing repetitive manual work with durable automation. You’ll partner with End User Services, Security, People, and Finance to scale solutions company-wide, and be measured on automation coverage, AI deflection rates, and the reliability of the systems you build. ## What you’ll do - Design, build, and own end-to-end automation for the employee lifecycle (onboarding, transfers, role changes, offboarding) with minimal human touch. - Own GitLab’s ITSM platform: service catalog design, workflows, request/incident/change processes, integrations, and platform upgrades. - Increase AI deflection rates via virtual agents, AI search, and agentic resolution—measuring what resolves requests without human intervention. - Identify repetitive manual workflows across IT and partner teams and replace them with automation in ITSM and Serval. - Build and maintain integrations between ITSM and core systems (e.g., Okta, Google Workspace, Slack, Zoom, JAMF, Fleet, Workday, and GitLab). - Manage IT-owned infrastructure as code across cloud environments with version control, code review, and an auditable path to production. - Apply SRE principles: monitoring/alerting, reliability targets, capacity/cost awareness, and blameless post-incident reviews. - Develop knowledge management and self-service experiences that feed AI deflection (articles, catalog items, conversational flows). - Instrument automation and AI performance with metrics/dashboards (deflection rate, time to resolution, automation coverage, failure rates) and iterate. - Set engineering standards for the IT automation stack (version control, testing, code review, environment management, change control) and mentor support engineers. - Partner with Security and Compliance to ensure lifecycle automation and AI workflows meet access, audit, and control requirements (including SOX and SOC 2). - Document architecture, runbooks, and design decisions so systems are transparent, maintainable, and operable. ## What you’ll bring - Breadth as a generalist systems engineer; you can own unfamiliar platforms end-to-end quickly. - Strong infrastructure-as-code experience (e.g., Terraform) with automated, version-controlled deployments. - Working SRE knowledge (observability, monitoring/alerting, reliability targets, blameless post-incident review). - Experience running workloads in major public clouds (AWS, GCP, Azure preferred). - Experience designing/operating virtual desktop infrastructure (Azure Virtual Desktop, Amazon WorkSpaces, Citrix, or similar). - Track record automating employee lifecycle processes across HRIS, identity, and endpoint management. - Experience with workflow automation/iPaaS (Okta Workflows, Serval, or similar) and an ITSM platform (major ITSM platform is a plus). - Familiarity with AI-enabled service capabilities (virtual agents, AI search, agentic resolution) and interest in resolving requests without human intervention. - Strong scripting/development skills (
Listing freshness
CronJobs last confirmed this listing 3d ago. If its source stops confirming the opening for seven days, this page is removed from active inventory.