Solutions Architect - Enterprise Service Management (Energy Sector)

The Role

As a Solutions 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.

You bring deep expertise in at least one of ServiceRocket's core practice areas, with the range to hold strategic conversations across all of them. You know the Atlassian platform well enough to see what's possible before a customer knows to ask for it.

What You'll Do 💪

Strategic Customer Partnership

• Build and maintain trusted advisor relationships with technical and executive stakeholders, including C-suite and operational leadership teams.
• Lead strategic roadmap conversations that connect customer business objectives to Atlassian capabilities and measurable outcomes.
• Map corporate initiatives to KPIs, articulating how the Atlassian System of Work drives business value.
• 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 - including OT, IT, cybersecurity, and compliance teams - understanding the distinct cultures, concerns, and regulatory requirements of each.

Architecture & Governance

• Define system architecture and provide oversight for enterprise-scale implementations across the customer roadmap.
• Design robust integrations between Atlassian and enterprise systems using ServiceRocket, Atlassian, and partner technologies.
• Guide customers through complex architectural decisions with a focus on long-term value and adoption success.
• Advise on change management strategies required to embed new technologies and redesigned processes.
• Collaborate with product and engineering teams to prototype innovations and custom solutions.
• Design secure integration patterns for network-restricted environments, including air-gapped, DMZ, and outbound-only architectures common in regulated industries.
• Architect CMDB and asset management solutions using JSM Assets and Data Manager, including approaches for environments where direct API connectivity is not available.
• Advise on OT/IT separation architectures aligned to the Purdue/ISA-95 model to ensure Atlassian solutions comply with industrial cybersecurity standards.

Domain Specialization & Thought Leadership

• Lead the creation of reusable strategic assets — frameworks, reference architectures, best practice guides — 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 replicable compliance frameworks for regulated sectors (Energy, Resources, Utilities) that can accelerate future engagements with similar OT/IT separation and regulatory 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 with Operational Technology teams or in critical infrastructure environments (energy, utilities, oil & gas, mining, or manufacturing) is highly desirable.
• Familiarity with industrial cybersecurity frameworks — IEC 62443, NERC CIP, or Purdue/ISA-95 — or the demonstrated ability to build that knowledge quickly.
• Experience delivering in network-restricted or air-gapped environments where standard connectivity cannot be assumed.

Deep Expertise in One or More of:

• Enterprise Service Management — Jira Service Management, ITIL
• Asset Management & CMDB — JSM Assets, JSM Data Manager, asset schema design, CMDB best practices
• 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.
• Industrial cybersecurity certifications (GICSP, IEC 62443 practitioner) or HSE/compliance frameworks are a meaningful differentiator.

Skills

• Relationship Building — Trusted with senior stakeholders; equally effective with operational teams and the C-suite.
• Strategic Thinking — Commercial acumen to envision, design, and articulate multi-year architectures.
• Communication & Storytelling — Can simplify complex technical concepts for any audience and build a compelling vision from the whiteboard up.
• Architectural Expertise — Deep knowledge of Atlassian integrations, cloud architecture (AWS, Azure), SSO/identity, APIs, and web technologies.
• Security Architecture — Able to design and communicate solutions within layered security models including network segmentation, DMZ, and outbound-only data flows.
• Regulated Environment Navigation — Comfortable in audit-driven, compliance-first cultures where change management must account for safety, risk, and regulatory gates.
• Data Integration Patterns — Familiarity with CSV-based, scheduled, and asynchronous approaches as alternatives to real-time API connectivity.

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!