Solutions Architect - Enterprise Service Management

Job Description

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.

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 2024–2025 for Co-Selling Excellence award.

Visit our website to learn more and become a part of our Rocketeer Nation.

The Opportunity

Financial services and insurance (FSI) organizations run on process and the quality of those processes directly affects customers, regulators, and the bottom line. When service management platforms work well in these environments, the impact is felt everywhere: faster claims resolution, cleaner audit trails, better change governance, and service desk teams that can actually keep up.

FSI organisations in Australia operate under some of the most demanding regulatory and operational conditions of any sector. They need a trusted advisor who understands that context — APRA CPS 230 and CPS 234, ASIC obligations, the Australian Privacy Act, and the Notifiable Data Breaches scheme — and can design Atlassian solutions that hold up under audit, integrate cleanly with core systems like policy management and CRM, and scale with organisations managing thousands of internal and external service interactions every day.

If you can walk into a room with a CIO, a compliance lead, and a claims operations manager, earn the trust of all three, and design a solution that works for each of them — this is the role for you.

The Role

As a Solution 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.

In this specialization, you bring deep expertise in Jira Service Management and enterprise service management practices, combined with a clear understanding of how financial services and insurance organizations are structured, regulated, and run. You know that in these environments, every workflow has a compliance implication and you design accordingly.

What You’ll Do 💪

Strategic Customer Partnership

• Build and maintain trusted advisor relationships with technical and executive stakeholders, including CIOs, COOs, compliance leads, and operations leadership.
• Lead strategic roadmap conversations that connect regulatory obligations, operational efficiency goals, and business objectives to Atlassian platform capabilities.
• Map corporate initiatives to measurable KPIs, articulating how the Atlassian System of Work improves service quality, audit readiness, and operational throughput.
• Identify and develop new opportunities within existing accounts, contributing to account planning and growth.
• Participate in strategic sales conversations and proposal presentations.
• Navigate multi-stakeholder environments (e.g. compliance, risk, IT, operations, and business units) building consensus across groups with distinct priorities and accountability structures.
• Translate regulatory and compliance requirements into platform design decisions, ensuring Atlassian solutions support audit trails, access controls, and reporting obligations from the outset.

Architecture & Governance

• Define system architecture and provide oversight for enterprise-scale JSM and Atlassian implementations across the customer roadmap.
• Design robust integrations between Atlassian and financial services core systems, including policy management platforms, claims systems, CRM, and ITSM tooling.
• Guide customers through complex architectural decisions with a focus on long-term value, regulatory resilience, and adoption success.
• Advise on change management strategies required to embed new platforms and redesigned service processes within highly governed organizations.
• Collaborate with product and engineering teams to prototype innovations and custom solutions.
• Architect service management solutions that satisfy audit and compliance requirements including change governance, incident management, and SLA frameworks aligned to financial services obligations.
• Design integrations with core financial systems that respect data sovereignty, access control, and the strict separation of concerns common in regulated environments.
• Advise on ITSM maturity uplift for organizations transitioning from informal or fragmented service management practices to structured, scalable Atlassian-powered frameworks.

Domain Specialization & Thought Leadership

• Lead the creation of reusable strategic assets — compliance-aware architecture frameworks, ITSM maturity guides, integration patterns — that raise the team’s capability floor.
• Contribute to ServiceRocket IP through webinars, demonstrations, and content incorporating AI, analytics, and System of Work thinking.
• Build your personal brand through the Atlassian Community, conferences, and publishing.
• Develop reusable compliance and governance frameworks for financial services that accelerate future engagements with similar regulatory and operational requirements.

What You’ll Bring 🧑‍💻

Experience

• 8+ years in technical consulting or solutions architecture (or 5 years with a Master’s degree).
• Proven track record guiding customers through significant technology and process change, including change management strategy.
• Experience mentoring other consultants or architects.
• Experience working within or alongside financial services or insurance organizations — Australian banks, insurers, wealth managers, superannuation funds, mutual lenders, or credit unions — with an understanding of how APRA, ASIC, and privacy obligations shape technology decisions.
• Familiarity with relevant regulatory frameworks — APRA CPS 230 (operational resilience), APRA CPS 234 (information security), ASIC regulatory obligations, the Australian Privacy Act, and the Notifiable Data Breaches scheme — or the demonstrated ability to build that understanding rapidly.
• Experience delivering Atlassian solutions that include audit trail requirements, role-based access controls, and change governance workflows aligned to regulated industry standards.

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

Certifications

• Relevant certifications in Enterprise Architecture, ITIL Expert, SAFe, DevOps, or Prosci Change Management.
• Multiple Atlassian Certifications (ACP, Atlassian Certified Master) are highly desirable.
• Certifications in information security (CISSP, CISM, ISO 27001 Lead Implementer) or Australian financial services risk frameworks (e.g. APRA Prudential Practice Guides) are a meaningful differentiator.

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 our founder and CEO. He leads our company with kindness, empathy, and critical thinking. With him and the rest of our ServiceRocket 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 fruit–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 [email protected].

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.