Atlassian Solution Architect - Service Collection

• Support client engagements focused on Atlassian Service Collection across pre-sales, discovery, solution design, and implementation activities.
• Work with business and technology stakeholders to understand objectives, identify service management improvement opportunities, and design fit-for-purpose solutions aligned to service delivery, operational efficiency, and digital transformation goals.
• Support the design and delivery of Atlassian Service Collection demonstrations tailored to client challenges, showcasing practical use cases and business outcomes for ITSM, ESM, and customer service.
• Help clients understand how Atlassian Service Collection solutions integrate with Jira Software, Confluence, and broader enterprise ecosystems to improve service request fulfilment, knowledge management, asset tracking, and operational efficiency.
• Contribute to solution architecture and implementation activities, including Jira Service Management configuration, portal design, request type definition, workflow and automation setup, SLA management, asset schema design, reporting, and adoption planning.
• Collaborate on service delivery and operational transformation initiatives alongside the wider Atlassian Centre of Excellence.
• Support teams in embedding best practice service management capabilities into existing delivery models, governance frameworks, and ways of working.
• Work as part of an EMEA-wide team of subject matter experts developing the next generation of service management models and platforms.
• Participate in the internal Atlassian Service Collection capability, helping establish standards, methodologies, and best practices.
• Build a strong understanding of Atlassian Service Collection strategy, product roadmap, and emerging ecosystem capabilities.

Technologies:

• Atlassian
• Confluence
• Support
• ITIL
• ITSM
• JIRA
• AI
• Architect
• Cloud

More:

We are Deloittes Engineering practice within Technology and Transformation, and our Atlassian Centre of Excellence helps clients transform the way they work through Atlassian Service Collection solutions. We partner with organisations across industries to assess, design, implement, optimise, and operate world-class service management systems that improve service delivery, collaboration, transparency, and operational efficiency. This is a client-facing role based in one of our UK offices in Belfast, Bristol, Edinburgh, Glasgow, Leeds, London, or Manchester, with hybrid working and opportunities to work across multiple projects, programmes, and clients. We offer a supportive, inclusive culture with coaching, training, and professional development, alongside the chance to work on complex transformation challenges and grow your expertise in a rapidly expanding team.

• Strong knowledge of the Atlassian ecosystem.
• Demonstrable expertise in Atlassian Jira Service Management (JSM) and the broader Atlassian Service Collection, including Customer Service Management and Assets.
• Experience designing, delivering, and demonstrating Atlassian-based solutions.
• Good understanding of IT Service Management (ITSM) and Enterprise Service Management (ESM) principles, frameworks such as ITIL, and best practices.
• Experience translating technical requirements into tangible roadmaps and plans.
• Strong understanding of ITSM processes, including Incident, Problem, Change, Request Fulfilment, and Knowledge Management.
• Experience with Agile methodologies and modern service delivery practices.
• Strong communication, facilitation, and presentation skills, with the ability to engage confidently with stakeholders.
• A growth mindset, with an openness to emerging technologies and continuous learning.
• Problem-solving ability, with comfort navigating ambiguity and identifying practical solutions.
• Accreditation and certification in Atlassian products would be an advantage, but is not essential.
• Experience with advanced Jira Service Management configurations, automation, customisations, and integrations would be desirable.
• Experience with Atlassian Marketplace applications, integrations, and automation capabilities relevant to Jira Service Management would be desirable.