Staff Systems Engineer, IT
About the role
An Overview of This Role
Staff Systems Engineer, IT is a senior, hands-on engineering role for a generalist who is comfortable owning a broad set of platforms. You'll own the systems and integrations behind the employee lifecycle, onboarding, role changes, and offboarding, and you'll build them the way we build software: as infrastructure-as-code, with SRE practices behind them so they are versioned, observable, and reliable. You'll be the technical owner of GitLab's ITSM platform and the AI capabilities layered on top of it, designing virtual agents, agentic workflows, and knowledge experiences that resolve requests before they ever become tickets. You'll also own shared IT infrastructure across our cloud footprint. Working with our AI-enabled ITSM, you'll replace repetitive manual work with durable automation, and you'll partner with End User Services, Security, People, and Finance to scale those solutions company-wide. You'll be measured on automation coverage of lifecycle processes, 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, and offboarding - so provisioning and deprovisioning happen accurately and with minimal human touch.
- Serve as the technical owner of GitLab's ITSM platform, including service catalog design, workflow, request/incident/change processes, integrations, and platform upgrades.
- Increase AI deflection rates for all stakeholders of the ITSM system by deploying and tuning virtual agents, AI search, and agentic resolution, and by measuring what actually resolves requests without human intervention.
- Identify repetitive, manual workflows across IT and its partner teams and replace them with automation built in our ITSM and Serval.
- Build and maintain integrations between the ITSM platform and GitLab's core systems, including Okta, Google Workspace, Slack, Zoom, JAMF, Fleet, Workday, and GitLab itself.
- Manage IT-owned infrastructure as code across our cloud environments, so every change ships through version control, code review, and an automated, auditable path to production.
- Apply SRE principles to the services IT owns: meaningful monitoring and alerting, clear reliability targets