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GitLab is seeking a Staff Systems Engineer, IT to own the technical infrastructure and automation behind employee lifecycle management, IT service management (ITSM), and shared IT infrastructure. This is a senior, hands-on individual contributor role for a generalist comfortable with broad platform ownership.
You will design and build end-to-end automation for onboarding, role changes, transfers, and offboarding using infrastructure-as-code and SRE practices. You'll serve as the technical owner of GitLab's ITSM platform, responsible for service catalog design, workflows, request/incident/change processes, integrations, and platform upgrades.
A key focus is deploying AI capabilities to increase deflection rates—designing virtual agents, agentic workflows, and knowledge experiences that resolve requests without human intervention. You'll identify repetitive manual workflows across IT and partner teams and replace them with durable automation.
You'll build and maintain integrations between ITSM and core systems including Okta, Google Workspace, Slack, Zoom, JAMF, Fleet, Workday, and GitLab itself. You'll manage IT-owned infrastructure as code across cloud environments, applying SRE principles: meaningful monitoring, reliability targets, capacity awareness, and blameless post-incident review.
You'll develop knowledge management and self-service experiences that feed AI deflection, instrument automation performance with clear metrics and dashboards, and set engineering standards for the IT automation stack. You'll mentor support engineers, partner with Security and Compliance on lifecycle automation and AI workflows, and document architecture and runbooks in GitLab's handbook.
Success is measured on automation coverage of lifecycle processes, AI deflection rates, and system reliability.
