Solutions Architect - Enterprise Service Management

Solutions Architect - Enterprise Service Management

G'day! We are ServiceRocket, a global tech-enabled services company headquartered in Palo Alto, California. Our purpose is to be the single most reliable partner in the acceleration of your growth. At ServiceRocket, we are committed to the development of every Rocketeer and the trust of every customer. Twenty years on and counting, we've got your back.

The Senior Consultant I, Solution Architecture, is a key leadership role responsible for designing innovative and high-value solutions for customers, primarily leveraging the Atlassian suite. As a Solution Architect, this individual builds long-term, trusted relationships with customers, guiding them on their transformational journey to support broad corporate initiatives.

This role requires broad expertise across Atlassian's core focus areas—world-class software development, enterprise service management, enterprise strategy and planning, and teamwork collaboration—complemented by deep, specialized knowledge in one of these pillars. The focus is on co-creating multi-year strategic roadmaps and providing the architectural oversight necessary for successful adoption and lasting business value.

What You'll Be Doing

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:

- As a Solution Architect, collaboratively building customer road maps is job one. These road maps align with corporate goals and provide innovative solutions to challenging business requirements. They do so by designing robust integrations between the Atlassian platform and other enterprise systems, leveraging ServiceRocket, Atlassian, and partner technologies to reduce friction and support new opportunities.

- Define the system architecture and provide high-level oversight for implementation and solution deployment for enterprise-scale projects at each stage of the road map journey.

- 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 the design of high-value, reusable strategic assets (e.g., architectural frameworks, best practice guides) that improve the team's effectiveness in your area of deep specialization.

- Contribute to the development of ServiceRocket's intellectual property, including webinars and demonstrations that incorporate Atlassian's latest offerings and AI, analytics and System or Work technologies.

- Maintain a strong, positive personal brand by actively participating in relevant partner channels like the Atlassian Community, conferences, or blogging.

What You'll Bring To The Table

Typically requires a minimum of 8 years of related experience with a Bachelor's degree; or 5 years and a Master's 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: Expert at explaining and whiteboarding complex architectures and solutions, with a deep understanding of integrations between Atlassian and other platforms. In-depth knowledge of cloud architecture (AWS, Azure), SSO/identity management, web technologies, and APIs is required.
• Customer Focus: Deeply customer-focused with an innovator mindset and a highly 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 their 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 profit–when the company grows, we share the profit.

- Stock options: you have the opportunity to participate in the ownership of the company.

- Health insurance: we support you and your family–your well-being matters.

- Retirement plan/funds saving: we care about your future–we have diverse plans depending on your location.

- Career pathways program: you can 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. We want you to meet our team so that you can confirm we are the right company for you. You will first meet our TA member in charge of the process, they will be your tour guide throughout the entire journey and will be there to answer any questions you may have! Then you'll meet the hiring team and the executive of the area.

Become a Rocketeer. Join us in enabling fast-growing companies to take off and so will your career!

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. *Only shortlisted candidates will be notified* Although the position is hybrid/remote, preferential consideration will be given to candidates based locally to the country's office in order to better collaborate with our team. This position is not eligible for visa assistance/sponsorship or relocation assistance. RECRUITING FRAUD ALERT: Your personal information and online safety are important to us. At ServiceRocket, recruiters only direct candidates to apply through our official career page at https://www.servicerocket.com/join-us.Recruiters will never request payments, ask for financial account information or sensitive information like social security numbers. If you are unsure if a message is from ServiceRocket, please email careers@servicerocket.com.