Principal Enterprise Architect

Atlassian; United States; Remote; USD 180,000 - 240,000; Full time

Job summary

Atlassian is hiring a Principal Enterprise Architect focused on ITSM and High-Velocity Service Management to join the Advisory Services Delivery team as an individual contributor. You will deliver guidance that aligns product capabilities with client outcomes, working across Atlassian products, practices, and solutions.

You will help customers maximize the value of their Atlassian investments, influence across the organization, and operate globally with occasional domestic and international

Qualifications

• 8-12 years of experience within SaaS companies.
• 8+ years of experience in customer-facing roles with stakeholders from technical to executive level.
• Demonstrated expertise in ITSM and IT operations including incident, change, and knowledge management.

Responsibilities

• Collaborate with Advisory Services to align on strategic outcomes for customers.
• Partner with customers to solve business challenges using Atlassian products and practices.
• Identify and promote opportunities for service and product expansion within a client organization.
• Cultivate deep industry and solution expertise and stay updated on best practices.
• Lead complex engagements using a System of Work approach across multiple Atlassian areas.
• Drive internal initiatives that influence Advisory Services and partner organizations.
• Delegate to Solution Consultants while owning client outcomes.
• Develop technical solution content and tailored enablement for the team.
• Engage across Atlassian to drive engagement, advocacy, and innovation for enterprise customers.
• Travel domestically up to 30% and internationally in some cases.

Skills

SaaS expertise

Client engagement

ITSM

System of Work

AI integrations

English fluency

IT operations

Job description

Overview

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.

Responsibilities

Your future team

The Atlassian Advisory Services team is a globally distributed team of Atlassian experts who are passionate about creating customer success. Advisory Services team members engage with our largest strategic and enterprise organizations with some of the most complex business challenges to help them deliver delightful solutions to their users. We provide customer teams with trusted advisors to help orchestrate successful outcomes, providing the highest benefits from their Atlassian investment. 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 Principal Enterprise Architect with an ITSM / High-Velocity Service Management focus to join our Advisory Services Delivery team as an individual contributor - this is not a managerial role. Atlassian Principal Enterprise Architects are experts in Atlassian products, practices, and solutions, delivering guidance to drive value realization for clients that have purchased Advisory Services from Atlassian. Each member of the team is accomplished at delivering performant strategic technical guidance at scale, aligning product capabilities with business needs and desired outcomes.

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. Our aim is to help customers unleash the potential of their teams and get the most out of their Atlassian investment.

What you'll do:

• Collaborate with your peers in Advisory Services to align on strategic outcomes that deliver exceptional service to our customers
• Partner with customers to help solve their business challenges and achieve their internal goals through Atlassian products, practices, and solutions
• Identify and promote opportunities for service and product expansion within a client's organization
• Cultivate deep industry and solution expertise, staying up-to-date with evolving best practices that support different types of teams
• Lead complex customer engagements using a System of Work approach, drawing upon your expertise in two or more Atlassian solution areas
• Drive global internal initiatives that positively influence our Advisory Services business and partner organizations across Atlassian
• Delegate effectively to the Solution Consultants on your team, while maintaining ownership of client outcomes
• Develop comprehensive and innovative technical solution content, and provide tailored enablement that enhances our team's ability to drive customer success and meaningful outcomes
• Reach into all parts of Atlassian to influence and facilitate a deeper level of engagement, advocacy, and innovation for our largest enterprise customers
• Spend up to 30% of your time traveling domestically, and in some cases internationally, for both internal and customer-facing events

Your background:

• 8-12 years of experience within SaaS companies
• 8+ years of experience in customer-facing roles where you've engaged with and influenced customer stakeholders that range from technical administrators to executive leadership
• Demonstrated expertise in ITSM, including
• Subject matter expertise in implementing and optimizing ITSM practices using best-in-breed products that support enterprise-grade IT operations
• Extensive experience and strategic insight in IT operations including request, asset, incident, problem, change, and knowledge management
• Experience directing stakeholders through ITSM transformation and adoption at an enterprise scale
• Demonstrated expertise in Atlassian's System of Work, including
• Mastery in identifying customer business challenges and uncovering key requirements
• Extensive experience designing and advising customers at scale on comprehensive solutions that span products, services, practices, and platforms to support better teamwork and collaboration
• Experience with Rovo, Agentic AI, MCP, and/or other AI integrations
• You’re fluent in English, and nice to have a second language such as Spanish, French, or Portuguese for business communication.

It's nice if you are:

• Comfortable coaching best practices and tailoring curated guidance for stakeholders to facilitate those practices
• Experienced working on cross-team projects, engaging with Sales, Product, Support, and other teams
• Experienced working with large customers in a consulting or technical expert capacity
• Experienced designing Atlassian Automation and Rovo Agent solutions for service management workflows such as triage, deflection, and knowledge
• Expe