Solutions Architect

Job description

### G'day! We are [ServiceRocket](https://www.servicerocket.com/)🚀, 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. ### Why is ServiceRocket the place for you 🧡 - A 20+ year tech services expert of many solutions and partnerships with industry giants. - Our diverse world of Rocketeers lives by our values with a collaborative mindset resulting in a 4.7 rating on Glassdoor. - Our culture rocks! You’ll join a fun-loving and inclusive work environment that supports your professional growth and personal well-being. - We're recognized for our innovation, impact, and outstanding customer support, even earning the [Atlassian Partner of the Year](https://www.servicerocket.com/blog) 2024–2025 for Co-Selling Excellence award. Visit our [website](https://www.servicerocket.com/about) to learn more and become a part of our Rocketeer Nation. ### **About the Solutions Architecture area** Solution Architecture is an area of senior technical advisors embedded in the Sales & Success and Partner Solutions organization. They sit at the intersection of strategy, technology, and customer relationships, not just implementing solutions, but shaping the long-term vision for how customers use the Atlassian platform. At ServiceRocket, this means working within a **named account, Centers of Excellence (COE) model**, where cross-functional delivery teams guide enterprise clients through complex technology transformations, primarily across the Atlassian ecosystem, from initial scoping through to successful outcomes. As a Solutions Architect, you are the strategic anchor for your customers. You build the roadmaps, shape the architecture, and maintain the trusted advisor relationship that keeps ServiceRocket embedded in how a customer thinks about their future. You are the person who defines what gets delivered and why. You bring deep expertise in at least one of ServiceRocket's core practice areas, with the range to hold strategic conversations across all of them. You know the Atlassian platform well enough to see what's possible before a customer knows to ask for it. ### **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 🧑‍💻** **Experience** - 5+ years working as an Atlassian technical consultant or in solutions architecture or pre-sales role. - Proven track record guiding customers through significant technology and process change, including change management strategy. - Experience mentoring other consultants or architects. - Experience delivering Atlassian solutions that include audit trail requirements, role-based access controls, and change governance workflows aligned to regulated industry standards. - 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 **Deep Expertise in One or More of:** - **Enterprise Service Management** — Jira Service Management, ITIL, change management, incident and problem management - **Governance & Compliance Architecture** — audit trail design, RBAC, APRA CPS 230 / CPS 234-aligned workflow design, Notifiable Data Breaches compliance - **Enterprise Strategy & Planning** — Jira Align, Focus, Advanced Roadmaps - **World-Class Software Development** — Jira Software, Bitbucket, CI/CD, DevOps, Scaled Agile - **Cloud Migration** — Atlassian Cloud, JCMA, CCMA, Teamwork Foundation **Skills** - **Relationship Building** — Trusted with senior stakeholders across compliance, risk, IT, and operations; able to speak credibly in both technical and regulatory conversations. - **Strategic Thinking** — Commercial acumen to envision, design, and articulate multi-year service management architectures tied to regulatory and operational outcomes. - **Communication & Storytelling** — Can translate complex architectural decisions into language that resonates with compliance-focused teams; able to build a compelling case for change in risk-averse environments. - **Architectural Expertise** — Deep knowledge of Atlassian integrations, cloud architecture (AWS, Azure), SSO/identity management, APIs, and web technologies. - **Governance & Compliance Awareness** — Designs with audit, access control, and regulatory reporting in mind from the start, not as an afterthought. - **ITSM Maturity** — Understands the full ITIL service management lifecycle and can guide organizations at varying levels of process maturity toward structured, scalable practices. - **Co-delivery Collaboration** — Experienced working in close co-delivery models where customer teams, risk functions, and IT governance are all active stakeholders in the solution being built. ### **Your leaders 🤟** Rob is a music lover, a distinguished triathlete, and our founder and CEO. He leads our Global Services team with empathy, critical thinking, and a lot of authenticity. With him and your manager Belinda, you will deliver value through high-impact projects to world-class partners while growing your skills to the next level!