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ServiceRocket Logo ServiceRocket · IT - Software Development

Solutions Architect - Enterprise Service Management

Malaysia, Kuala Lumpur · Job Posted February 18, 2026
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Job Description

The Senior Consultant I, Solution Architecture, is a key leadership role responsible for designing innovative and high-value solutions for customers, primarily leveraging the Atlassian suite. As a Solution Architect, this individual builds long-term, trusted relationships with customers, guiding them on their transformational journey to support broad corporate initiatives. This role requires broad expertise across Atlassian's core focus areas—world-class software development, enterprise service management, enterprise strategy and planning, and teamwork collaboration—complemented by deep, specialized knowledge in one of these pillars. The focus is on co-creating multi-year strategic roadmaps and providing the architectural oversight necessary for successful adoption and lasting business value.

Job Responsibility

  • Strategic Customer Partnership & Envisioning: Deliver strategic solution roadmap discussions with customers
  • Map customers' critical corporate initiatives and strategic goals to measurable KPIs
  • Act as a trusted advisor to customer stakeholders
  • Set and communicate a compelling vision for a productive and efficient future for each customer
  • Proactively identify and cultivate additional product and service opportunities
  • Actively participate in strategic sales, proposal presentations, and ongoing team account planning and growth activities
  • Architectural Vision & Governance: Collaboratively building customer road maps
  • Design robust integrations between the Atlassian platform and other enterprise systems
  • Define the system architecture and provide high-level oversight for implementation and solution deployment
  • Guide customers through complex architectural decisions and implementation strategies
  • Advise customers on the change management processes
  • Collaborate with product and engineering teams to rapidly prototype app innovations and custom solutions
  • Domain Specialization & Thought Leadership: Lead the design of high-value, reusable strategic assets
  • Contribute to the development of ServiceRocket's intellectual property
  • Maintain a strong, positive personal brand by actively participating in relevant partner channels

Requirements

  • Minimum 8 years of related experience with a Bachelor’s degree
  • or 5 years and a Master’s degree
  • or equivalent experience in a technical consulting or solutions architecture role
  • Proven experience in guiding customers through significant technology and process changes, including developing and implementing change management strategies
  • Demonstrable experience in mentoring other consultants or architects
  • Deep, demonstrable expertise in one of the following domains: 1) Enterprise Strategy & Planning (Jira Align, Focus, Advanced Roadmaps) 2) Enterprise Service Management (Jira Service Management, ITIL) 3) World-Class Software Development (Jira Software, Bitbucket, CI/CD, DevOps, Scaled Agile) 4) Cloud Migration (Atlassian Cloud, JCMA, CCMA, Teamwork Foundation)
  • Relevant industry certifications in areas such as Enterprise Architecture, Service Management (e.g., ITIL Expert), Agile (e.g., SAFe), DevOps, or Change Management (e.g., Prosci)
  • Multiple Atlassian Certifications (e.g., ACP, Atlassian Certified Master) are highly desirable
  • Skills: Relationship Building
  • Strategic Thinking
  • Communication & Storytelling
  • Executive Presence
  • Architectural Expertise
  • Customer Focus
  • Problem Solving

What we offer

  • Share the fruit program: profit sharing
  • Stock options
  • Health insurance
  • Retirement plan/funds saving
  • Career pathways program
  • Generous monthly fixed allowances including Rockettoria, Scholarship & Learning, Tech Choice, Wellness
  • Generous PTO plus one cultural heritage and community day
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