Senior Business Analyst - Service Enablement at Atlassian

Support (CSS), Sydney, Australia sydney support analytics
Posted 4 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.

Do you get excited by the challenge of scaling a fast-growing company through strong analytics and business acumen? Using your technical creativity and skills, you will investigate the challenges and decision points Atlassian has in scaling its solutions to 100 million users! We’re growing quickly, so you'll need to be a fast learner of innovative approaches and technologies. You'll be an excellent fit for this role if you have a strong business sense, are an effective communicator and influencer, and possess excellent analytic capabilities.

In this role, you are the customer champion, a trusted partner with Product & Engineering teams, and an advisor to our Support Operations teams helping scale the business through customer success! You'll be part analyst, part scale product manager, and part program manager.

The Service Enablement Team at Atlassian is responsible for ensuring that we build products that our customers love, by providing our Product and Engineering teams with insights from what our customers are telling us in our support channels.

In this role you will:

  • Develop strong partnerships with leaders across the business to align strategy and tactics of product and operations
  • Identify and analyze areas of friction experienced by customers and surface insights to Product teams to get them fixed
  • Ensure that Atlassian can continue to grow and evolve while delivering legendary support to our customers
  • Dig beyond the data to provide actionable recommendations that help improve the customer and product experience
  • Build, negotiate, and manage complex initiatives to prevent or eliminate friction in our products and services
  • Collaborate with product and support leaders to ensure support engineers are prepared for product change and measure its success
  • Act as the customer and support advocate in a highly agile software development environment
  • On your first day, we'll expect you to have:

  • Relevant experience as an Analyst in Software Development, Service Delivery, or Customer Support
  • Strong business acumen and ability to map business challenges to source data
  • SQL knowledge and experience
  • Excellent written, verbal communication, and presentation skills
  • Unwavering curiosity and desire to share meaningful insights to improve the customer experience
  • Resilient and adaptive mindset to manage challenges and seize the opportunity
  • Strong sense of curiosity, humor, and empathy
  • Data visualization experience
  • More about our team:

    The Service Enablement team exists within our Customer Success and 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.