Sr. Product Designer - Service Collection

Overview

About the role

Jira Service Management (JSM) was recently recognized as 'Leader in the Forrester WaveTM', and the team continues to drive forward our mission of becoming the service management tool for all teams. We are looking for a senior product designer to join us and help shape the future vision of Jira Service Management. This is a multi-faceted role requiring excellence in visual design, interaction design, information architecture and systems thinking. You will help shape AI-first service experiences that give people useful context, clear control, and confidence in the moments that matter.

Working at Atlassian

Atlassians can choose where they work – whether in an office, from home, or a combination of the two. That way, Atlassians have more control over supporting their family, personal goals, and other priorities. We can hire people in any country where we have a legal entity.

Responsibilities

In this role, you will:

• 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.

Compensation

At Atlassian, we strive to design equitable, explainable, and competitive compensation programs. We follow consistent hiring practices and account for each candidate's skills, knowledge, and experience when setting base pay within the range.

This role may also be eligible for benefits, bonuses, commissions, and equity.

Qualifications

Your background

• 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

Great to have

• 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

More about Jira Service Management (JSM)

Jira Service Management (JSM) is Atlassian's fastest-growing product focused on empowering Dev and Ops teams to collaborate at high velocity. Built on Jira, JSM gives customers a single platform to track service requests and collaborate behind the scenes to deliver the best service. With incident management, self-service, SLAs and much more, JSM provides users with everything they need to set up a robust and intuitive AI first IT service desk. 

Benefits & Perks

Atlassian offers a wide range of perks and benefits designed to support you, your family and to help you engage with your local community. Our offerings include health and wellbeing resources, paid volunteer days, and so much more. To learn more, visit go.atlassian.com/perksandbenefits.

About Atlassian

At Atlassian, we're motivated by a common goal: to unleash the potential of every team. Our software products help teams all over the planet and our solutions are designed for all types of work. Team collaboration through our tools makes what may be impossible alone, possible together.

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 provide you the best experience, we can support with accommodations or adjustments at any stage of the recruitment process. Simply inform our Recruitment team during your conversation with them.

To learn more about our culture and hiring process, visit go.atlassian.com/crh.

In line with local law, identity verification (which may include use of biometric data) is a condition of employment with Atlassian for employment fraud purposes.