Staff Systems Engineer, IT

This is a fully remote position, open to applicants in United States.

📋 Description

• Design, develop, and manage comprehensive automation for employee lifecycle processes, encompassing onboarding, transfers, role modifications, and offboarding.

• Take ownership of GitLab's ITSM platform, which includes service catalog design, workflow management, request/incident/change processes, integration, and upgrades.

• Implement and optimize virtual agents, AI search functions, and agentic resolution to enhance ITSM AI deflection rates.

• Transform repetitive manual IT workflows into automated solutions within the ITSM platform and Serval.

• Create and sustain integrations with Okta, Google Workspace, Slack, Zoom, JAMF, Fleet, Workday, and GitLab.

• Oversee IT-managed infrastructure as code across various cloud environments.

• Employ SRE principles, including monitoring, alerting, reliability targets, capacity and cost awareness, and conduct blameless post-incident reviews.

• Develop knowledge management and self-service experiences that promote AI deflection.

• Monitor automation and AI performance through metrics and dashboards.

• Establish engineering standards for version control, testing, code reviews, environment management, and change control.

• Provide mentorship to support engineers throughout the IT organization.

• Collaborate with Security and Compliance teams on access, audit, SOX, and SOC 2 requirements.

• Document architecture, runbooks, and design decisions in the handbook.

⛳️ Requirements

• Extensive generalist systems engineering experience managing a diverse range of platforms from end to end.

• Experience with infrastructure-as-code using Terraform or similar tools.

• Proficient understanding of SRE principles, including observability, monitoring, alerting, reliability targets, and blameless post-incident reviews.

• Experience executing workloads in major public cloud environments; familiarity with AWS, GCP, and Azure is advantageous.

• Knowledge of designing or managing virtual desktop infrastructure such as Azure Virtual Desktop, Amazon WorkSpaces, or Citrix.

• Proven experience in automating employee lifecycle processes across HRIS, identity, and endpoint management systems for a distributed or remote workforce.

• Familiarity with workflow automation and iPaaS tools such as Okta Workflows, Serval, or similar solutions.

• Background in working with an ITSM platform; experience with major ITSM platforms is a plus.

• Understanding of AI-enabled service capabilities, including virtual agents, AI search, and agentic resolution.

• Strong scripting and development competencies in Python, JavaScript, or similar programming languages.

• Proficient in REST APIs, webhooks, and event-driven integration patterns.

• Experience in defining and reporting operational metrics.

• Excellent written communication skills suitable for an all-remote, async-first organization.

• Capability to integrate AI into daily workflows.

🏝️ Benefits

• Comprehensive benefits to support your health, finances, and overall well-being.

• Flexible Paid Time Off.

• Access to Team Member Resource Groups.

• Equity Compensation & Employee Stock Purchase Plan.

• Growth and Development Fund.

• Parental Leave.