Atlassian-Centric Help Centre Overhaul

Atlassian Confluence / Jira Service Management Knowledge Base Specialist

We are looking for an experienced Atlassian specialist to help us establish and structure our customer Help Centre and knowledge base using Confluence and Jira Service Management.

We are a SaaS software company with an established product and support team. We have considerable product knowledge and existing documentation, but need help turning this into a well-structured, maintainable customer knowledge base.

A key objective is to ensure the knowledge base can effectively support Atlassian’s built-in AI/virtual service agent capabilities, allowing common support requests to be triaged and answered automatically where appropriate.

What we need help with

We would like someone to:

* Review our existing Confluence/Jira Service Management setup and recommend an appropriate Help Centre structure.
* Design the knowledge base architecture, including categories, hierarchy, naming conventions, labels and search considerations.
* Create practical templates and standards for different article types, such as how-to guides, troubleshooting articles, FAQs and feature explanations.
* Structure content so it works well for both customers and Atlassian’s AI/virtual service agents.
* Help convert existing product documentation and support knowledge into customer-facing articles.
* Identify knowledge gaps based on common support scenarios.
* Configure or advise on the connection between Confluence, Jira Service Management and relevant Atlassian AI/agent functionality.
* Test common support questions against the knowledge base and refine content where answers are incomplete or inaccurate.
* Establish a simple ongoing process for our internal team to create, review, update and retire articles.

What success looks like

At the end of the engagement, we want:

1. A clearly structured customer Help Centre.
2. A strong initial library of high-value support articles.
3. Repeatable article templates and content standards.
4. Atlassian agents able to reliably use the knowledge base to respond to common support enquiries.
5. A clear process our team can follow to continually expand and maintain the knowledge base.

Experience we’re looking for

Please apply if you have hands-on experience with:

* Atlassian Confluence
* Jira Service Management
* JSM Help Centres / knowledge bases
* Atlassian AI, Rovo or Virtual Service Agent functionality
* Knowledge management and information architecture
* Writing or restructuring SaaS/software support documentation

Experience specifically designing knowledge bases for AI retrieval, automated support and ticket deflection would be highly regarded.

When applying

Please include:

* Examples of Confluence/JSM Help Centres or knowledge bases you have designed.
* Your experience with Atlassian AI, Rovo or Virtual Service Agent.
* How you would approach structuring a knowledge base so an AI support agent can retrieve reliable answers.
* How you would identify which articles should be created first.
* Whether you would recommend beginning with an audit/pilot before building out the full knowledge base.