Job Title

Overview Solutions Architect - Enterprise Service Management at ServiceRocket. The role focuses on designing innovative and high-value solutions for customers, primarily leveraging the Atlassian suite. As a Solutions Architect, you build long-term, trusted relationships with customers, guiding them on their transformational journey to support broad corporate initiatives. Responsibilities Strategic Customer Partnership & Envisioning: Deliver strategic solution roadmap discussions with customers, aligning their business objectives with Atlassian capabilities and potential AI enhancements. Map customers'' critical corporate initiatives and strategic goals to measurable KPIs, demonstrating how the Atlassian platform and its System of Work can drive positive business outcomes. Act as a trusted advisor to customer stakeholders, including their technical and leadership teams, enhancing their strategic capabilities through sustained mentorship. Set and communicate a compelling vision for a productive and efficient future for each customer, considering their unique challenges and organizational capacity for change. Proactively identify and cultivate additional product and service opportunities within customer organizations that align with their strategic needs. Actively participate in strategic sales, proposal presentations, and ongoing team account planning and growth activities. Architectural Vision & Governance: Define the system architecture and provide high-level oversight for implementation and solution deployment for enterprise-scale projects; design robust integrations between the Atlassian platform and other enterprise systems to reduce friction and enable new opportunities. Guide customers through complex architectural decisions and implementation strategies, focusing on long-term value and successful user adoption. Advise customers on the change management processes required for successful adoption of new technologies and redesigned processes. Collaborate with product and engineering teams to rapidly prototype app innovations and custom solutions for customers. Domain Specialization & Thought Leadership: Lead design of high-value, reusable strategic assets and contribute to ServiceRocket''s intellectual property, including webinars and demonstrations that incorporate Atlassian''s latest offerings, AI, analytics, and System of Work technologies. Maintain a strong, positive personal brand by actively participating in relevant partner channels like the Atlassian Community, conferences, or blogging. What Youll Bring To The Table Typically requires a minimum of 8 years of related experience with a Bachelor''s degree; or 5 years and a Masters degree; or equivalent experience in a technical consulting or solutions architecture role. Proven experience in guiding customers through significant technology and process changes, including developing and implementing change management strategies. Demonstrable experience in mentoring other consultants or architects to grow their technical and solution design capabilities. Deep, demonstrable expertise in one of the following domains: Enterprise Strategy & Planning (Jira Align, Focus, Advanced Roadmaps) Enterprise Service Management (Jira Service Management, ITIL) World-Class Software Development (Jira Software, Bitbucket, CI/CD, DevOps, Scaled Agile) Cloud Migration (Atlassian Cloud, JCMA, CCMA, Teamwork Foundation) Relevant industry certifications in areas such as Enterprise Architecture, Service Management (e.g., ITIL Expert), Agile (e.g., SAFe), DevOps, or Change Management (e.g., Prosci). Multiple Atlassian Certifications (e.g., ACP, Atlassian Certified Master) are highly desirable. Skills Relationship Building: Adept at establishing and maintaining trust and rapport with senior customer stakeholders and internal teams. Strategic Thinking: Strong commercial acumen with the ability to envision, design, and articulate sophisticated new solutions and multi-year architectures. Communication & Storytelling: Exceptional technical and non-technical communication skills; a master storyteller and visualizer able to simplify complex technical concepts and articulate a compelling vision for solutions. Executive Presence: Presenter par excellence, capable of delivering engaging and persuasive presentations and demonstrations to diverse audiences, including C-level executives. Architectural Expertise: Expertise in explaining and whiteboarding complex architectures and solutions, with deep understanding of integrations between Atlassian and other platforms; knowledge of cloud architecture (AWS, Azure), SSO/identity management, web technologies, and APIs. Customer Focus: Customer-focused with an innovator mindset and adaptable approach to leading engagements with external customers. Problem Solving: Highly analytical with exceptional problem-solving skills and the ability to think critically and quickly on your feet. Your Leaders Rob is our founder and CEO. He leads our company with kindness, empathy, and critical thinking. With him and the rest of our Services team, you will be delivering value through high-impact projects to world-class partners while growing your skills to the next level! Perks Share the fruit program: when we grow the tree, we share the fruitwhen the company grows, we share the profit. Stock options: opportunity to participate in the ownership of the company. Health insurance: we support you and your familyyour well-being matters. Retirement plan/funds saving: diverse plans depending on location. Career pathways program: grow horizontally, vertically, or any way you want. Generous monthly fixed allowances including Rockettoria, Scholarship & Learning, Tech Choice, Wellness. Generous PTO plus one cultural heritage and community day to celebrate your story, family, and culture. Our Selection Process Our goal is for you to interview us. You will meet our team so that you can confirm we are the right company for you. Youll first meet our TA member who will guide you through the process, then the hiring team and the area executive. Additional Information ServiceRocket is committed to a diverse and inclusive workplace. ServiceRocket is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. Recruiting Fraud Alert: Recruiters direct candidates to apply through our official page. If you are unsure, email [email protected]. Job Details Seniority level: Mid-Senior level Employment type: Full-time Job function: Engineering and Information Technology Industries: Software Development #J-18808-Ljbffr