Knowledge Architect - Customer Success and Innovation

United States
Jun, 30
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Working at Atlassian
Atlassian can hire people in any country where we have a legal entity. Assuming you have eligible working rights and a sufficient time zone overlap with your team, you can choose to work remotely or return to an office as they reopen (unless it’s necessary for your role to be performed in the office). Interviews and onboarding are conducted virtually, a part of being a distributed-first company.
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 (Product, 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.
    • Lead design workshops, assessments, and planning sessions
    • Map the requirements to the learning technology ecosystem (existing or new)
    • Review and approve functional designs with technical input
    • 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
    • Create functional documentation for all new or modified projects
    • Support QA, UAT, and performance testing phases of development efforts

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 documention 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.
Our perks & benefits
To support you at work and play, our perks and benefits include ample time off, an annual education budget, paid volunteer days, and so much more.
About Atlassian
The world’s best teams work better together with Atlassian. From medicine and space travel, to disaster response and pizza deliveries, Atlassian software products help teams all over the planet. At Atlassian, we're motivated by a common goal: to unleash the potential of every team.
We believe that the unique contributions of all Atlassians create our success. To ensure that our products and culture continue to incorporate everyone's perspectives and experience, we never discriminate based on 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.
To learn more about our culture and hiring process, explore our Candidate Resource Hub.
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