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Who we are

CAI is a global services firm with over 9,000 associates worldwide and a yearly revenue of $1.3 billion+. We have over 40 years of excellence in uniting talent and technology to power the possible for our clients, colleagues, and communities. As a privately held company, we have the freedom and focus to do what is right—whatever it takes. Our tailor-made solutions create lasting results across the public and commercial sectors, and we are trailblazers in bringing neurodiversity to the enterprise.

Job Summary

Job Description

We are looking for an Atlassian Solutions Architect to lead discovery, gather and document requirements, and design enterprise-scale Jira and Jira Service Management solutions that support operational excellence and organizational growth. This position will be full-time and remote.

What You'll Do

• Lead discovery and current-state analysis of existing ServiceNow processes, request types, workflows, approvals, and integrations, and document the requirements for their target-state equivalents

• Design the target-state Jira Service Management solution for migrated services, including request types, customer portals, queues, SLAs, approval flows, and knowledge management, and present those designs for review and approval

• Plan and execute approved data and configuration migration activities, including cutover sequencing, validation and parallel-run approaches, and post-migration support

• Coordinate with business stakeholders and technical teams to retire ServiceNow functionality as it is replaced, and to keep dependent integrations and reporting intact through the transition

• Lead discovery and requirements gathering sessions with business stakeholders and technical teams, and document requirements, functional specifications, and acceptance criteria

• Contribute to the enterprise architecture strategy for Jira, Jira Service Management, Confluence, and related Atlassian products

• Design scalable Atlassian solutions that align with business objectives, CAI governance standards, and enterprise technology standards

• Translate complex business requirements into end-to-end Atlassian platform designs and proposed implementation roadmaps

• Design Jira space structures, workflows, schemes, automation flows, permissions, and security models across multiple business functions, and submit them for review and approval prior to implementation

• Design Jira Service Management solutions including customer portals, request management, service catalogs, queues, SLAs, and knowledge management processes, and support their implementation once approved

• Facilitate solution design and design review sessions with business stakeholders, technical teams, and executive leadership

• Present proposed designs, alternatives, trade-offs, and implementation plans for review and approval, and incorporate resulting feedback

• Produce architecture diagrams, design documentation, and implementation guidance for review and inclusion in CAI standards documentation

• Provide design input, impact analysis, and technical recommendations for platform enhancements, upgrades, migrations, and optimization initiatives

• Design proposed changes to the Atlassian data model, including Assets object schemas and CMDB structures, in accordance with established CAI data model and custom field governance standards

• Design proposed identity and access configurations for the Atlassian organization, including single sign-on, directory-based user provisioning, and organization-level administrative settings, for approval before implementation

• Design and build reporting and analytics solutions, including dashboards, cross-space reporting, and executive and SLA metrics

• Research and recommend backup, data retention, and disaster recovery approaches for CAI Atlassian Cloud data

• Apply CAI governance standards, naming conventions, configuration standards, and platform best practices consistently across the organization, and recommend refinements to those standards

• Work within the established sandbox-to-production change and release process, produce the required deployment documentation, and recommend improvements to change control and promotion standards

• Evaluate and recommend Atlassian Marketplace applications and third-party integrations, including security, data handling, and total cost of ownership review prior to adoption

• Design proposed integrations between Atlassian platforms and enterprise applications, services, and data sources

• Monitor platform health, scale limits, and performance, and recommend and carry out approved remediation and technical debt reduction work

• Conduct peer solution, code, and configuration reviews of developer work to ensure quality and adherence to security, compliance, governance, and operational requirements

• Document technical specifications, configuration decisions, architecture standards, and operational procedures in Confluence

• Configure and build approved solutions hands-on, including Jira spaces, workflows, schemes, screens, custom fields, and automation flows

• Lead the design and delivery work for approved platform consolidation initiatives and migrations from other legacy tools onto the Atlassian platform

• Support user acceptance testing and iterate on configurations based on stakeholder feedback

• Participate in agile ceremonies including sprint planning, daily standups, and retrospectives

• Provide day-to-day technical guidance, mentoring, and direction to Atlassian developers, administrators, and support teams

• Partner with CAI Enterprise Architecture and IT leadership to ensure Atlassian solutions align with broader technology strategies

• Contribute to the CAI Atlassian Center of Excellence through standards, enablement materials, training, and adoption practices

• Research and evaluate emerging Atlassian capabilities, including Rovo and AI agent functionality, and present recommended adoption paths

• Interface with stakeholders to ensure business needs are delivered in accordance with strategic direction, project expectations, and business priority

• Support strategic initiatives focused on platform scalability, automation, process optimization, and continuous improvement

What You'll Need

Required:

• 7+ years of experience working with Atlassian products in an architecture, administration, development, or consulting capacity

• Strong expertise with Jira, Jira Service Management, and Confluence

• Demonstrated experience migrating an enterprise IT service management platform from ServiceNow to Jira Service Management, including process mapping, target-state design, and data and configuration migration

• Experience architecting enterprise-scale Jira implementations including spaces, workflows, schemes, permissions, automation flows, and governance frameworks

• Experience designing Jira Service Management solutions including customer portals, queues, SLAs, customer service workflows, and service delivery models

• Proficiency in Confluence administration, space configuration, and documentation best practices

• Experience developing Atlassian platform standards, governance processes, and best practices

• Experience gathering requirements and translating complex business needs into technical and functional solutions

• Experience designing integrations between Atlassian products and enterprise applications, including use of the Jira Cloud REST API and webhook-based integration patterns

• Experience with Atlassian Cloud organization administration, including single sign-on, user provisioning, and admin hub controls

• Experience defining and operating a sandbox-to-production change and release process

• Experience supporting an Atlassian platform shared across multiple business units with competing priorities

• Strong understanding of platform architecture, scalability, security, and operational support considerations

• Experience working within an established architecture governance model, including presenting designs for senior review, incorporating feedback, and building consensus rather than directing unilaterally

• Experience providing technical leadership and mentoring development or administration teams

• Strong documentation, communication, stakeholder management, and presentation skills

• Ability to collaborate effectively with executive leadership, business stakeholders, architects, and technical teams

• Ability to work independently in a remote environment while managing multiple priorities

Preferred:

• Experience leading Atlassian Cloud migrations, platform consolidations, or enterprise transformation initiatives

• Experience with ScriptRunner for Jira Cloud including Behaviours, listeners, and scripting solutions

• Experience with Jira Product Discovery and product portfolio management

• Experience with Zephyr and other test management platforms

• Experience with Atlassian Marketplace applications including Rich Filters, Structure PPM by Tempo, Checklists for Jira, and Templating.app

• Experience designing capacity planning, resource management, and portfolio management solutions

• Experience with Atlassian Assets data modeling and configuration management database design

• Experience with Forge or Connect application development, or delivery of custom Atlassian applications

• Experience with Atlassian Guard, data residency, and audit logging capabilities

• Experience with Atlassian Analytics or external business intelligence reporting on Atlassian data

• Experience with Rovo or other AI-assisted workflows in Jira or Jira Service Management

• Atlassian certifications such as ACP-620, ACP-610, ACP-120, ACP-420, or related certifications

• ITIL v4 Foundation or an equivalent service management certification

• Experience in staffing, professional services, consulting, or SLED environments

• Familiarity with SOC 2 compliance, auditing, and security requirements

• Bachelor's degree in Information Technology, Computer Science, Engineering, or a related field

Physical Demands

• Ability to safely and successfully perform the essential job functions consistent with the ADA and other federal, state and local standards

• Sedentary work that involves sitting or remaining stationary most of the time with occasional need to move around the office to attend meetings, etc.

• Ability to conduct repetitive tasks on a computer, utilizing a mouse, keyboard, and monitor

Reasonable accommodation statement

If you require a reasonable accommodation in completing this application, interviewing, completing any pre-employment testing, or otherwise participating in the employment selection process, please direct your inquiries to [email protected] or (888) 824 – 8111.

EEO Statement

It is the policy of Computer Aid, Inc.(CAI) not to discriminate against any employee or applicant for employment because of race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability or because he or she is a protected veteran. It is also the policy of CAI to take affirmative action to employ and to advance in employment, all persons regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability or protected veteran status, and to base all employment decisions only on valid job requirements. This policy shall apply to all employment actions, including but not limited to recruitment, hiring, upgrading, promotion, transfer, demotion, layoff, recall, termination, rates of pay or other forms of compensation and selection for training, including apprenticeship, at all levels of employment.

Employees and applicants of CAI will not be subject to harassment on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability or because he or she is a protected veteran. Additionally, retaliation, including intimidation, threats, or coercion, because an employee or applicant has objected to discrimination, engaged or may engage in filing a complaint, assisted in a review, investigation, or hearing or have otherwise sought to obtain their legal rights under any Federal, State, or local EEO law is prohibited.

The pay range for this position is listed above. Exact compensation may vary based on several factors, including location, experience, and education. Benefit packages include medical, dental, and vision insurance, as well as 401k retirement account access. Employees in this role receive paid time off and may also be entitled to paid sick leave and/or other paid time off as provided by applicable law.