Solutions Architect - Enterprise Service Management (FSI)

About the role

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. 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 organ

Additional Information

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.

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