Atlassian is continuing to hire with all interviewing and on-boarding done virtually due to COVID-19. All new and existing Atlassians will continue to work from home until it’s safe to return to our offices. When our offices re-open, we will provide the choice to work from home or return to work in an office unless a job requirement makes it necessary for a particular role to be performed at an Atlassian office.

Job Summary

As the Knowledge Architect for Atlassian’s Customer Success and Innovation (CSI) teams, you will build organizational best practices around information architecture, customer-facing documentation on best practices, and standard operating procedures for knowledge management at scale.

This role will join a growing team of technical operations specialists who support our expanding customer-facing services teams. The Knowledge Architect will collaborate with the Customer Success teams on developing the knowledge templates, organizing architecture, and documentation guidelines, for capturing playbooks for the implementation and governance of Atlassian solutions. This highly visible role is a hybrid of traditional jobs in operations, content strategy, and content management

Day to day responsibilities will include:

· Evangelize practices and approaches that grow a knowledge-sharing community within the

organization that’s as diverse as our customers

· Promote and socialize a model for creating documentation that relies on subject-matter experts

(SMEs) writing content

· Own and support the development of global information architecture, including taxonomy for

documentation across the organization

· Lead content development roadmap based on data insights overarching content strategy while

ensuring continued alignment to cross-functional leadership and desired outcomes

· Build relationships and drive strategic planning, collaboration, and communication with cross-

functional teams (Products, Engineering, UX, Support, Integration, Sales, Marketing) and

external customers

· Architect solutions to meet functional and non-functional requirements while ensuring adherence

to architecture standards. Create and maintain architecture design artifacts

· Project Delivery:

o Lead design workshops, assessments, and planning sessions

o Map the requirements to the learning technology ecosystem (existing or new)

o Review and approve functional designs with technical input

o Collaborate on and support the end-to-end implementation of a customer-facing documentation

system, including platform configuration, publishing process, measurement integrations,

content management, and governance

o Create functional documentation for all new or modified projects

In this role, you’ll need:

• 8+ years of hands-on experience working in or leading teams in one or more of these: content management, product documentation, technical writing, knowledge management, content strategy, website delivery, and management.
• Experience with customer-facing documentation and technical content in a SaaS environment
• Strong proficiency in Confluence Cloud
• Strong proficiency in content management systems - preference for experience with Contentful or similar headless CMS
• Deep understanding of content governance process, tooling, and requirements

More about you

Systems thinker – Recognize interconnectedness and dependencies in complex systems and advocate holistic viewpoints and solutions. Connect ideas and people in new ways.

Change agent – Inspire and influence others to think differently, solve problems, seize opportunities, and hold themselves and others accountable.

Agile leader – Thrive in pressure-filled situations while driving productivity and high-performance. Successfully manage multiple conflicting priorities and challenges.

Writing and communication skills – Excellent writing and editing skills. Ability to speak the developer’s language. Use effective verbal and written communications to align teams, encourage collaboration and innovation, and solve problems.

Data-driven – Demonstrate experience using data to identify needs, drive successful outcomes, and promote those successes. Show how work supports organizational and company goals.

More about our team

We are big on distributed collaboration and are passionate about our customer-first culture. Working in this team at Atlassian, you'll have a direct impact on some of our biggest accounts, fast! You won't get frustrated with bureaucracy or slow decision making because we encourage innovative thinking. We don't just want to know your opinions; we want to see your ideas in action. We hire great people and then trust them to be great.

More about our benefits

Whether you work in an office or a distributed team, Atlassian is highly collaborative and yes, fun! To support you at work (and play) we offer some fantastic perks: ample time off to relax and recharge, flexible working options, five paid volunteer days a year for your favourite cause, an annual allowance to support your learning & growth, unique ShipIt days, a company paid trip after five years and lots more.

More about Atlassian

Creating software that empowers everyone from small startups to the who’s who of tech is why we’re here. We build tools like Jira, Confluence, Bitbucket, and Trello to help teams across the world become more nimble, creative, and aligned—collaboration is the heart of every product we dream of at Atlassian. From Amsterdam and Austin, to Sydney and San Francisco, we’re looking for people who want to write the future and who believe that we can accomplish so much more together than apart. At Atlassian, we’re committed to an environment where everyone has the autonomy and freedom to thrive, as well as the support of like-minded colleagues who are motivated by a common goal to: Unleash the potential of every team.

Additional Information

We believe that the unique contributions of all Atlassians is the driver of our success. To make sure that our products and culture continue to incorporate everyone's perspectives and experience we never discriminate on the basis of race, religion, national origin, gender identity or expression, sexual orientation, age, or marital, veteran, or disability status.

All your information will be kept confidential according to EEO guidelines.

Learn more about Atlassian’s culture, interviewing flow, and hiring process by checking out our Candidate Resource Hub.