Responsibilities
- Roll out new collaboration and Enterprise GenAI capabilities: run pilots, manage change/comms, create guides, and deliver training that drives adoption and safety.
- Design and ship automations (scripts, workflows, chatbots, AI agents) to streamline provisioning/deprovisioning, entitlements, group lifecycle, and tier-1 deflection.
- Build monitoring and alerting for SaaS health and key workflows; lead incident, problem, and change practices to reduce MTTR and prevent recurrences.
- Define SLAs/SLOs, instrument CSAT and operational metrics, and run regular service reviews that turn data into improvements.
- Serve as technical escalation for complex tickets: drive resolution, perform root-cause analysis, and capture knowledge to uplevel the Service Desk.
- Maintain clean, current documentation: runbooks, KB articles, architecture diagrams, and admin playbooks.
- Champion a 'shift-left' model: expand self-service portals, guided flows, and AI virtual agents to improve velocity and user experience.
- Enterprise AI Security & Governance: implement guardrails for AI/automation usage, including access controls, data handling policies, compliance alignment, and ongoing risk monitoring.
- Cross-Functional Partnership: collaborate with People, Security, Finance, Legal, and Procurement to ensure platforms align with organizational goals.
- Vendor & Contract Management: lead relationships with SaaS and AI providers, negotiate terms, and ensure strong ROI.
- Mentor & Lead: coach P3 engineers in automation, AI prompt engineering, and scalable integration design.
Requirements
- 7+ years in IT engineering, enterprise applications, or service delivery.
- ITIL 4 Foundations certification (required).
- Comfortable leading incident, problem, and change management (ITIL), measuring SLAs/SLOs, and using data to drive continuous service improvements.
- Demonstrated success owning platforms end-to-end, including lifecycle management, integrations, and adoption.
- Advanced proficiency in Python scripting — with proven experience developing, optimizing, and maintaining automation frameworks, APIs/webhooks, and integration logic across enterprise tools.
- Strong automation & scripting skills in one or more of: Python; with experience building APIs/webhooks, workflow engines, and chatbots.
- Advanced experience in AI & automation platforms (GenAI copilots, RPA, intelligent workflows), including security and governance guardrails for safe adoption.
- A builder’s mindset: bias for automation and documentation, empathy for end users, and a willingness to mentor Service Desk colleagues.
- Strong program/project management skills with proven ability to independently deliver initiatives.
- Ability to translate ambiguous business needs into structured, scalable solutions.
- Leadership presence and credibility with executives and peers.
- High tolerance for ambiguity with skill in bringing clarity and structure.
Benefits
- Generous performance-based bonus plans to all eligible employees - we share in our success as one team
- Rich medical, dental, and vision coverage
- Generous retirement contributions with 100% immediate vesting (regardless of whether you contribute)
- Quarterly all-company wellness days where everyone takes a pause together
- Country specific holidays plus a day off for your birthday
- One-time home office stipend
- Annual professional development budget
- Quarterly well-being stipend
- Considerable paid parental leave
- Employee referral bonus program
- Other benefits (life/AD&D, disability, EAP, etc. - varies by country)
Work Arrangement
Remote (Worldwide)
Team
Structure: Part of the Digital Workplace team focused on Service Desk and internal platform ownership.
Additional Information
- Hiring Ranges: US Tier 1 Locations $163,000 - $217,000 USD
- Hiring Ranges: US Tier 2 Locations $150,000 - $200,000 USD
- Hiring Ranges: US Tier 3 Locations $138,000 - $185,000 USD
- Group: D
- ReqID: R2789
- Equal opportunity employer with commitment to diversity, equity, inclusion, and belonging
- Accommodation available upon request via hiringaccommodation@mozilla.com
- Application includes optional demographic questions for diversity tracking
