Senior Business Analyst, Product Supportability

Working at AtlassianAtlassian 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 from an office (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.With a sufficient timezone overlap with the team, we’re able to hire eligible candidates for this role from any location in Australia. If this sparks your interest, apply today and chat with our friendly Recruitment team further. Reporting to our Service Enablement Group Manager, this Senior Business Analyst will dive deep into our data to identify, pitch, advocate for, and partner on meaningful improvements to Atlassian's product support. Your work will reduce friction and effort for our customers.In this role, you will investigate some of the most pressing challenges and decisions points Atlassian has in improving the efficiency of Customer Support for our Data Center solutions.You're part Analyst, part Product Manager, and part Program Manager. You're strategic, tactical, and also relationship- and data-driven.

What you'll do

• Build, negotiate, and manage complex initiatives to prevent or eliminate friction and effort in supporting our products and services
• Analyse Support data to identify product friction and build a compelling case for change
• Dig beyond the data to provide actionable recommendations that help improve our customer experience
• Collaborate with Product, Engineering and Support Leaders to ensure Support Engineers are prepared for product changes; measure success of those changes
• Be a customer and support advocate in a highly agile software development environment

On your first day, we'll expect you to have

• 5+ years of relevant experience driving improvement in product supportability
• Proven track record of influencing Product Management and Software Development leadership teams and senior stakeholders to enact strategic initiatives, informed by both internal and external inputs
• Strong business insight and the ability to map business challenges to data
• SQL experience
• Proven track record of developing initiatives and using data to drive clear prioritisation of issues and development of strategy

You'll be passionate about the following

• Telling stories through data that resonate with executive leadership
• Actioning feedback to drive improvements in yourself
• Exhibiting curiosity, drive, and refusal to accept the status quo

Our perks & benefitsTo 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 AtlassianThe 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.