Sr. Product Designer - Service Collection
Atlassian · Posted Oct 13
Enterprise project management, team collaboration, and software development tools
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About the role
Jira Service Management (JSM) is Atlassian's fastest-growing product, giving Dev and Ops teams a single platform to track service requests, manage incidents, self-service and SLAs, and it was recently recognized as a Leader in the Forrester Wave. The team's mission is to become the service management tool for all teams by building AI-first service experiences. This senior product designer will shape the future vision of JSM, working end-to-end across problem definition, research, prototyping and UI implementation alongside engineering, product, and content design partners.
What you will do
- Work on end-to-end experiences. We want you to focus on end-to-end experiences rather than individual features. You’ll be contributing to experiences across all design phases, from problem definition and research through to prototyping and UI implementation. For AI-first experiences, you will consider the full journey, including how people understand, guide, review, and recover from system behaviour.
- Make a substantial impact at scale. We have more than 1M users worldwide, and large and small teams depend on JSM to do their work. Your work will have incredible customer impact.
- Tackle interesting, complex problems. Working closely with your engineering and product partners, you'll have a large amount of ownership and autonomy across the entire design process. You'll have the opportunity to help define the end-to-end experience of an exciting and critical area of our business alongside your content design counterpart. This includes using prototypes to explore complex AI-assisted flows, make system behaviour tangible, and de-risk important decisions before they reach customers.
- Collaborate cross-functionally with some of the industry's smartest (and nicest) people. Day-to-day you'll work on a multidisciplinary product team, collaborating closely with Engineers, Product Managers, Marketing Experts, and Analysts to champion the user experience in our products and ship high-quality work.
- Be a true champion for our users. We take design seriously, and in line with one of our core values ("Don't F the Customer"), we're on a mission to become an experience-led company. We want to make our customers love how easily our products help them.
- Help inspire a design team of diverse talents to do the best work of their life by contributing to our team culture.
Skills used in this role
What the employer is looking for
- 8+ years of professional UX/product design experience with a strong portfolio of high-impact work
- Experience designing or prototyping AI-powered experiences, with the judgment to identify when AI adds value and when a more direct approach is better. You can translate complex system behaviour into clear, accessible experiences, including appropriate feedback, controls, limitations, and recovery paths.
- Solid communication and cross-functional collaboration skills, with demonstrated ability to work across multiple teams and senior leadership, solicit and synthesise feedback, communicate design decisions and facilitate design discussions
- Be a self-starter who can plan and drive work forward together as a team, but work autonomously when needed.
- System mindset but also an eye for detail. Used together you have a strong ability to get to the root of a problem with a customer-centric lens.
- Experience in balancing customer frictions and needs with business goals, market viability, and technical feasibility
- The ability to measure project success, test your assumptions and outcomes, and continuously incorporate feedback
- A desire to learn, grow and form a strong team - we support each other, try new things and create safe spaces for discussion
Preferred qualifications
- Domain knowledge in service management or customer support processes. An understanding of how support teams create and deliver knowledge to their employees and customers.
- Experience in AI product patterns across search, chat, and Human-AI agents collaboration
Benefits and support
- health and wellbeing resources
- paid volunteer days
- bonuses
- equity
About Atlassian
Atlassian is a leading software company that builds enterprise collaboration, project planning, and issue-tracking tools such as Jira, Confluence, and Trello. Empowering teams across the globe, Atlassian focuses on unleashing the potential of every team through advanced workflows, cloud infrastructure, and AI-driven capabilities.
- Industry
- Software
- Company size
- 10001+ employees
- Founded
- 2002
- Location
- Sydney, Australia
- Funding stage
- Public Company
Funding
Public Company · $210M raised
- 2010-07-13Venture - Series Unknown$60M
- 2014-04-10Secondary Market$150M
Leadership
CEO & Co-Founder
Chief Financial Officer
Chief Revenue Officer
Chief People and AI Enablement Officer
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