Base Salary
$123k - $193k/yr
Responsibilities
- Assess customer service maturity and AI readiness across ITSM, ESM, and CSM, using ticket, request, and knowledge data to identify automation opportunities.
- Design AI-first service workflows, including conversational channels, queues, change-risk models, Assets/CMDB schemas, and automated service-agent experiences.
- Configure and fine-tune Rovo Service Agents for triage, deflection, routing, and context generation.
- Help customers move service-management pilots into production by validating agent accuracy, deflection, SLAs, alerting, on-call processes, and automated change policies.
- Establish continuous-learning processes so customers can monitor, refine, and scale AI agents independently.
- Collaborate with account teams, Customer Success Managers, and service-collection specialists on technical activation plans.
- Support modernization and migration from ServiceNow, Zendesk, BMC, and Opsgenie.
- Share customer insights and document validated use cases, reusable patterns, and outcomes for Atlassian product and engineering teams.
- Travel domestically and internationally up to 15% for events and customer meetings.
Requirements
- 3–5 years of experience in Customer Success, technical consulting, or solutions architecture with enterprise customers and complex SaaS portfolios in IT or service operations.
- Hands-on experience implementing Jira Service Management.
- Familiarity with ServiceNow, Zendesk, and BMC, plus practical experience with conversational AI, virtual service agents, automated triage, and workflow automation.
- Experience with Assets/CMDB modeling, API integrations, and optimizing Confluence knowledge sources for AI retrieval.
- Deep knowledge of IT service management, service management across business functions, and ITIL 4 practices.
- Understanding of Knowledge-Centered Service principles.
- ITIL 4 Foundation certification or higher is required.
- Ability to translate technical AI capabilities into business outcomes for IT leaders and executive stakeholders.
- Ability to balance rapid agent prototyping with enterprise-grade governance and reliability.
Benefits
- U.S. base pay is provided through three geographic zones: Zone A $147,600–$192,700, Zone B $133,200–$173,900, and Zone C $122,508–$159,941.
- Travel is up to 15% domestically and internationally.
Categories
About Atlassian
Atlassian powers the collaboration that helps teams accomplish what would otherwise be impossible alone. From space missions and motor racing to bugs in code and IT requests, no task is too large or too small with the right team, the right tools, and the right practices. Over 300,000 global companies and 80% of the Fortune 500 rely on Atlassian’s software, like Jira, Confluence, Loom, and Trello, to help their teams work better together and deliver quality results on time. With our 300,000+ customers and team of 10,000+ Atlassians, we are building the next generation of team collaboration and productivity software. We believe the power of teams has the potential to change the world — one that is more open, authentic, and inclusive.