Solutions Architect Enterprise Service Management (Financial Services)

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 weve got your back.

- 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! Youll join a fun-loving and inclusive work environment that supports your professional growth and personal well-being.

- Were recognized for our innovation impact and outstanding customer support even earning the Atlassian Partner of the Year for Co-Selling Excellence award.

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

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.

What Youll 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 requirementsincluding 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 teams 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 Youll Bring

Experience

• 8 years in technical consulting or solutions architecture (or 5 years with a Masters 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:

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

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!

-Share the fruit program: when we grow the tree we share the fruitwhen 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 familyyour well-being matters.

-Retirement plan/funds saving: we care about your futurewe 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 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 youll 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!

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 countrys 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 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 emailprotected.