Senior Enterprise Technical Architect, ITSM

Working at Atlassian
Atlassians can choose where they work - whether in an office, from home, or a combination of the two. That way, Atlassians have more control over supporting their family, personal goals, and other priorities. We can hire people in any country where we have a legal entity. Interviews and onboarding are conducted virtually, a part of being a distributed-first company.
Your future team
The Atlassian Advisory Services team is a globally distributed team of Atlassian solutions advisors who are passionate about creating customer success. Advisory Services team members engage with enterprise organizations with some of the most complex business challenges and help them deliver a delightful solution to their users. We provide teams of trusted advisors helping orchestrate successful outcomes with customers to help them get the most out of their Atlassian investment and unlock their ideal solution for team collaboration. At Atlassian, you'll have an impact on millions of users, fast! We don't just want to know your opinions, we want to see your ideas in action. We hire great people and then trust them to be great.
We're hiring a Senior Enterprise Technical Architect with an ITSM focus to join our Advisory Services Delivery team, reporting to a Delivery Manager. This is not a managerial role. Atlassian Enterprise Technical Architects (ETAs) are technical experts with Atlassian solutions, delivering guidance to drive value realization for clients that have purchased Advisory Services from Atlassian. ETAs are accomplished at delivering performant technical guidance at scale, aligning product capabilities with business needs and desired outcomes. They partner with Enterprise Solutions Strategists to provide the solutions and technical guidance to help the customer achieve their desired outcomes and goals.
You will help our strongest promoters showcase successes to their peers, and serve as the tip of the spear in growing the reach of our technologies for new use cases and markets. Atlassian ETAs aim to help enterprise customers get the most of their Atlassian investment.
What you'll do

• Create technical solutions and prescriptive guidance for direct customer engagements
• Grow your existing deep technical expertise in ITSM, staying up-to-date on all new capabilities to support varied customer needs
• Understand technical requirements, guide implementation of solutions, and ensure successful adoption
• Collaborate with Enterprise Solutions Strategists to map out a solution-specific journey with a given customer and deliver guidance and activities that ensure continued progress along that journey
• Drive value with internal teams across product and Customer Success & Innovation to improve the Atlassian product offerings
• Collaborate across Advisory Services and other internal and external teams to support the client, identify and promote expansion opportunities, and drive success
• Spend up to 30% of your time traveling domestically, and in some cases internationally, for both internal and customer-facing events

Your background

• 10+ years of experience within SaaS companies
• 5+ years of Enterprise customer-facing roles
• Experience with popular best-in-breed products in the ITSM space that support enterprise-grade IT operations
• Background in IT operations roles including request, asset, incident, problem, change, and knowledge management
• Experience identifying, testing, deploying, and integrating best-in-breed ITSM tooling that satisfy customer requirements and improve the end-user experience
• Experience supporting the entire lifecycle of the Atlassian Ecosystem. You are comfortable researching, installing, supporting, and scaling Atlassian products and related apps.
• Technical product demonstration, documentation, and presentation experience
• Comfort speaking to and influencing a customer's technical teams
• Experience helping an organization adopt an Atlassian or similar product
• Fluent in English, and nice to have a second language such as Spanish, French, or Portuguese for business communication.

It's great if you have, but not required

• Experience working on cross-team projects, engaging with Sales, Product, Support, and other teams
• Experience working with large customers in a consulting or technical expert capacity

Compensation
At Atlassian, we strive to design equitable, explainable, and competitive compensation programs. To support this goal, the baseline of our range is higher than that of the typical market range, but in turn we expect to hire most candidates near this baseline. Base pay within the range is ultimately determined by a candidate's skills, expertise, or experience. In the United States, we have three geographic pay zones. For this role, our current base pay ranges for new hires in each zone are:
Zone A: $156,600 - $204,450
Zone B: $141,300 - $184,475
Zone C: $130,500 - $170,375
This role may also be eligible for benefits, bonuses, commissions, and equity.
Please visit go.atlassian.com/payzones for more information on which locations are included in each of our geographic pay zones. However, please confirm the zone for your specific location with your recruiter.
Benefits & Perks
Atlassian offers a wide range of perks and benefits designed to support you, your family and to help you engage with your local community. Our offerings include health and wellbeing resources, paid volunteer days, and so much more. To learn more, visit go.atlassian.com/perksandbenefits .
About Atlassian
At Atlassian, we're motivated by a common goal: to unleash the potential of every team. Our software products help teams all over the planet and our solutions are designed for all types of work. Team collaboration through our tools makes what may be impossible alone, possible together.
We believe that the unique contributions of all Atlassians create our success. To ensure that our products and culture continue to incorporate everyone's perspectives and experience, we never discriminate based on race, religion, national origin, gender identity or expression, sexual orientation, age, or marital, veteran, or disability status. All your information will be kept confidential according to EEO guidelines.
To provide you the best experience, we can support with accommodations or adjustments at any stage of the recruitment process. Simply inform our Recruitment team during your conversation with them.
To learn more about our culture and hiring process, visit go.atlassian.com/crh .