Staff Systems Engineer, IT

GitLab is the intelligent orchestration platform for DevSecOps. GitLab enables organizations to increase developer productivity, improve operational efficiency, reduce security and compliance risk, and accelerate digital transformation. More than 50 million registered users and more than 50% of the Fortune 100* trust GitLab to ship better, more secure software faster.

The same principles built into our products are reflected in how our team works: we embrace AI as a core productivity multiplier, with all team members expected to incorporate AI into their daily workflows to drive efficiency, innovation, and impact. GitLab is where careers accelerate, innovation flourishes, and every voice is valued. Our high-performance culture is driven by our values and continuous knowledge exchange, enabling our team members to reach their full potential while collaborating with industry leaders to solve complex problems. Co-create the future with us as we build technology that transforms how the world develops software.

*Fortune 500® is a registered trademark of Fortune Media IP Limited, used under license. Claim based on GitLab data. Fortune 100 refers to the top 20% ranked companies in the 2025 Fortune 500 list, published in June 2025. Fortune and Fortune Media IP Limited are not affiliated with, and do not endorse products or services of GitLab.

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.

• The GitLab Team Member Handbook

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 prin

Responsibilities

• 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.