Customer Success and Innovation Knowledge Architect
Atlassian, United States

Atlassian is continuing to hirewith all interviewing and on-boarding done virtually due to COVID-19.All new and existing Atlassians will continue to work from home until it’s safe to return to our offices. When our offices re-open, we will provide the choice to work from home or return to work in an office unless a job requirement makes it necessary for a particular role to be performed at an Atlassian office.
Job Summary
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 (Products, 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 · Project Delivery: o Lead design workshops, assessments, and planning sessions o Map the requirements to the learning technology ecosystem (existing or new) o Review and approve functional designs with technical input o 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 o Create functional documentation for all new or modified projectsIn 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 documentation 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 comple