Mozilla Corporation is seeking a Staff Software Engineer to lead the next evolution of Service Desk and digital workplace operations, focusing on AI-driven service enablement, automation, and platform ownership to deliver maximum value to the business.
Requirements
- 7+ years in IT engineering, enterprise applications, or service delivery.
- ITIL 4 Foundations certification (required).
- 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.
- 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.
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.
Other
- Leadership presence and credibility with executives and peers.
- High tolerance for ambiguity with skill in bringing clarity and structure.
- Ability to translate ambiguous business needs into structured, scalable solutions.
- Strong program/project management skills with proven ability to independently deliver initiatives.
- A builder’s mindset: bias for automation and documentation, empathy for end users, and a willingness to mentor Service Desk colleagues.
