Principal Business Analyst - Service Enablement at Atlassian

Support (CSS), Full Time, Sydney, Australia sydney support analytics full-time
Description
Posted 6 days ago

Atlassian can hire people in any country where we have a legal entity, assuming candidates have eligible working rights and a sufficient timezone overlap with their team. As our offices re-open, Atlassians can choose to work remotely or return to an office, unless it’s necessary for the role to be performed in the office. Interviews and onboarding are conducted virtually, a part of being a distributed-first company.

With a sufficient timezone overlap with the team, we’re able to hire eligible candidates for this role from any location in Australia and New Zealand. If this sparks your interest, apply today and chat with our friendly Recruitment team further.

Are you energized and motivated by the challenge of scaling a fast-growing company through analytics and business insight? In this role you will investigate some of the most pressing challenges and decision points Atlassian has in scaling its solutions to 100 million users. We’re growing quickly, so being a fast learner and adapting to utilize innovative approaches and technologies is the key to success.

What you will do:

In this role, you are the customer champion, a trusted partner with Product & Engineering teams, helping to scale the business by making our customers more successful. You will dive deep into our data to identify, pitch, spar, and partner on meaningful improvements to prevent or eliminate product friction. You will collaborate with our Product teams on change to ensure that our Support Engineers are prepared, and change is adopted by our customers successfully. You’re part analyst, part product manager, and part program manager. You’re strategic, tactical, and also relationship, and, data-driven

On your first day, we'll expect you to have:

  • A significant amount of relevant experience, with a proven ability as an analyst in software development, service delivery, or customer support
  • You have strong business insight and the ability to map business challenges to data
  • Advanced SQL experience
  • Excellent written, verbal communication, and presentation skills
  • Proven track record of developing initiatives and using data to drive clear prioritization of issues and development of strategy
  • Experience in Product Management or Software Development
  • You'll be passionate about the following:

  • Telling stories through data that resonate with executive leadership
  • Actioning feedback to drive improvements in yourself
  • Exhibiting curiosity, humor, drive, flexibility, empathy, and refusal to accept the status quo
  • Championing our customers
  • Attention to detail
  • More about our team:

    The Service Enablement team exists within our Customer Support Organisation, the team works alongside Product Managers and Development Managers during product planning rollout, to prevent friction and prepare customer facing teams to give the best support experience possible. It is important that our team can communicate and advocate for the customer to the internal Atlassian teams. 


    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.

    Atlassian is committed to providing reasonable accommodations to all individuals participating in the application and interview process, and while performing job functions. Please note that you will have the opportunity to request accommodations at each stage of the assessment process. To request accommodations before scheduling an interview, please reach out to [email protected] and someone will follow up shortly.

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

    If your experience looks a little different from what we’ve identified and you think you can rock the role, we’d love to learn more about you.

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