Sales Operations Senior Analyst - Central Ticket Management + Low Touch Support

About the Position

At Atlassian, we are on a mission to reinvent the customer experience. We have built a multi-billion dollar, fast-growing business by focusing relentlessly on converting free trials into happy customers. As a Sales Operations Senior Analyst, you will be integral to this. You will work directly with our Sales Ops teams, the sales field, and other supporting organizations to ensure we optimize our customer engagements both internally and externally.

This high-impact role blends centralized scale with targeted, high-touch support. You will be the lead managing centralized ticket requests, helping to drive an optimized experience for all and help with overarching reporting. Additionally, you will align directly with select Sales Operations Manager (SOM) teams to champion specialized, supporting functions across key groups-particularly helping out in the Low Touch space-to help optimize SOM and field productivity.

Your primary goal will be to master centralized ticket resolution and support recurring processes, guaranteeing seamless compliance to published policies, delivering on SLAs, and ensuring accurate data in our systems of record. Secondarily, you will partner closely with select SOM teams to optimize and automate day-to-day operations for supporting teams (including Low Touch team and potentially some other teams). The ideal candidate thrives in a fast-paced SaaS environment, possesses sharp analytical acumen, loves aggregating and automating large datasets, and presents insights with clarity and confidence to leadership.

Responsibilities

• Serve as the first responder on centralized tickets, endeavoring to resolve independently and within SLAs all with an eye towards ways to continue to streamline, automate or reduce the ticket.
• Proactively identify operational bottlenecks and architect scalable solutions and automations to enhance productivity across supporting groups (Low Touch, SDR, SE, SSE, AM, etc).
• Deliver operational analytics and reporting to monitor SLA compliance, track ticket volume trends, and measure process health. Continue to improve with intent to free up time for the field and SOMs.
• Translate data trends into actionable insights to drive continuous operational improvements and optimize team alignment.
• Support broader Shared Services initiatives, including account ticket management, business analytics, cross-functional GTM projects, and new process implementations.

Requirements

• A strong desire to execute, drive impact, and demonstrate urgency with projects big and small.
• Comfort operating in a fast-changing environment with multiple teams relying on you.
• An owner mentality: You take pride in your work and view what you do as a part-owner and builder of Atlassian.
• A customer service approach to be timely with the field on their requests and asks.
• Ninja-like analysis skills: You know what questions to ask, what the data says, and what actions to take based upon the results. Slick ability to package data into relevant insight and recommendations.
• Strong ability to communicate data into relevant insight: You know how to create compelling presentations and can lead executives through data deep-dives.
• Experience leveraging success plans to ensure goals are aligned from a business strategy perspective and success metrics are identified.

Nice to Have

• Deep knowledge of the sales operating model and customer lifecycle: from pre to post sales.
• Process improvement knowhow: Continuous improvement is in your DNA. You can enhance business processes from the diagnosis to documentation to execution.
• Ability and desire to cover the range of activities from C-level presentations to hands-on, data deep-dives.
• Minimum 1-2 years of ever-increasing responsibility in Sales Operations, Strategy, BizOps, or Analytics role within a B2B (ideally SaaS) company or in a strategy consulting environment.

We Offer

• Ample time off to relax and recharge.
• Five paid volunteer days a year for your favorite cause.
• Plenty of food and beverages.
• Ergonomic workstations with sit/stand desks.
• Unique ShipIt days.
• A company-paid trip after five years.
• Generous employer-paid insurance coverage (medical, dental, and vision) for you and your family.
• 401k matching and more.

About the Company

Welcome to the Sales Operations team! We’re a lean team of operational experts who love solving chunky business problems and optimizing processes. Our goal: support our business partners and use a data-driven approach to accelerate Atlassian's top line growth. We support teams across the “go-to-market” function and we are part of the broader Revenue Operations family here at Atlassian.

Software is changing the world, and we’re at the center of it all. With a customer list that reads like a who's who in tech, and a highly disruptive business model, we’re advancing the art of team collaboration with products like Jira, Confluence, Bitbucket, Hipchat, and now Trello. Driven by honest values, an amazing culture, and consistent revenue growth, we’re out to unleash the potential of every team. From Amsterdam to Sydney and San Francisco, we’re looking for people who are powered by passion and eager to do the best work of their lives in a highly autonomous yet collaborative, no B.S. environment.

Atlassian, Inc., will consider for employment qualified applicants