LANDCROS strengthens Atlassian governance and builds a scalable service management model

by GLiNTECH Team

LANDCROS (formerly Hitachi Construction Machinery Co., Ltd.) worked with GLiNTECH - a Valiantys company to improve the governance, usability and structure of its Jira, Jira Service Management (JSM) and Confluence environment, creating a stronger foundation for AI, service delivery and wider business adoption.

At a Glance

Stronger governance across Jira, Jira Service Management and Confluence
Better-organised and more reliable Confluence content
Same-day responses for issues escalated through GLiNTECH to Atlassian
A reusable Jira Service Management model attracting interest from departments across LANDCROS
Improved readiness for Rovo and other AI-enabled capabilities from Atlassian

About the Customer

Hitachi Construction Machinery is a leading global manufacturer of construction and mining equipment. Headquartered in Japan, the company delivers products, services, and integrated solutions through a network of company owned and independent dealers, supported by a workforce of more than 25,000 employees worldwide.

In addition to its extensive range of equipment designed to enhance customer productivity, Hitachi Construction Machinery provides an autonomous haulage system (AHS). Because AHS requires 24/7 technical support and rapid response capabilities, the company established the Technological Centre of Excellence (TCoE) in Brisbane, Australia, in 2023. At TCoE, Jira and Confluence have been adopted as core platforms for service management and collaboration. Recently, Hitachi Construction Machinery introduced its new company name, LANDCROS, a brand concept that represents prosperous land and the values of customer reliability, openness, and solutions.

GLiNTECH interviewed João Galego, AHS Operations Manager at LANDCROS Corporation, in June 2026. With around 16 years at LANDCROS, João oversees AHS support management, Jira Service Management and the company’s Solution Linkage Care Atlassian environment, and has worked closely with GLiNTECH’s Managed Services team for several years.

The Challenge

As LANDCROS' use of Jira, Jira Service Management and Confluence expanded, the platform needed stronger structure and governance.

Confluence had accumulated content that was not always consistently reviewed, organised or curated. Jira and Jira Service Management spaces also needed to be better aligned with the organisation’s evolving service management model.

The introduction of AI made the issue more urgent. LANDCROS recognised that tools such as Rovo could provide significant value, but only if the information available to them was reliable, current and well governed.

The organisation had formed an internal group of Atlassian administrators, but the team also needed access to specialist expertise that could supplement their knowledge, answer complex configuration questions and provide reliable support when incidents arose.

“Confluence can become a space where everything is there, but nothing is curated.”

— João Galego, AHS Operations Manager at LANDCROS Corporation

Why They Chose the Solution

LANDCROS’s vision was to create a more structured and scalable service management environment.

The TCoE team of AHS business had already adopted Jira for development and Jira Service Management for service delivery, and had migrated its Atlassian environment to cloud in mid-2022.

The next step was to strengthen how the platform was governed and configured so it could support current users, future customers and new business teams.

The solution needed to provide:

clearer separation between development and service management;
more structured Jira Service Management projects, portals and workflows;
a better-organised Confluence knowledge base;
stronger governance and administration;
improved integration between service and development teams;
support for AI-enabled capabilities such as Rovo;
reliable backup and data-management processes; and
a reusable service model that could support additional departments.

The team also wanted to create a stronger foundation for future capabilities, including Atlassian Assets, document control and unified single sign-on.

“AI can be extremely powerful, but it needs well-organised, well-governed and up-to-date content.”

— João Galego, AHS Operations Manager at LANDCROS Corporation

LANDCROS began looking for a new Atlassian partner after its previous support arrangement was no longer fully meeting the organisation's needs.

João identified GLiNTECH through an online search and was drawn to its status as an Atlassian Platinum Solution Partner.

That designation gave LANDCROS confidence that GLiNTECH could provide strong Atlassian product knowledge, practical guidance and access to the right escalation pathways when direct support from Atlassian was required.

LANDCROS selected ongoing support from GLiNTECH Managed Services to help bring their vision to life.

The partnership provided the internal administration team with access to specialist expertise without requiring LANDCROS to build every Atlassian capability internally.

GLiNTECH's responsiveness, flexibility and personal approach were also important factors.

"The major benefit of working with GLiNTECH is having access to reliable Atlassian expertise and getting information quickly."

— João Galego, AHS Operations Manager at LANDCROS Corporation

What Was Implemented

GLiNTECH supported LANDCROS in strengthening the administration, governance and configuration of its Solution Linkage Care Atlassian environment.

The work was delivered as an ongoing improvement program, with solutions tested and refined before being introduced into the production environment.

Key activities included:

separating service management from development;
improving governance across Jira, Jira Service Management and Confluence;
reorganising and curating Confluence content;
refining Jira Service Management projects, workflows and portals;
improving the structure of the knowledge base;
testing proposed configurations in a sandbox environment;
supporting backup arrangements for Jira and Confluence;
implementing new tools to support collaboration across instances;
advising on integration between teams;
supporting infrastructure and data-residency requirements;
providing guidance on product behaviour and platform configuration; and
managing incidents and escalations with Atlassian.

"The level of governance we implemented was one of the things that attracted the attention of other teams."

— João Galego, AHS Operations Manager at LANDCROS Corporation

Results and Impact

LANDCROS has seen clear operational and strategic benefits from their work with GLiNTECH.

Confluence content is better organised and more consistently governed.
Jira and Jira Service Management are more closely aligned with LANDCROS’s operating model.
Administrators have greater confidence in how the platform is configured and managed.
Users have stronger confidence in the information available through Confluence.
Rovo is being tested and used for work activities, with positive early results.
LANDCROS has faster access to specialist Atlassian support and product guidance.
Issues escalated by GLiNTECH to Atlassian generally receive a response on the same day or the following day.
The service management model is generating interest from departments across LANDCROS that were not previously using Atlassian.
New teams can potentially reuse the existing service model instead of designing support processes from the beginning.

The work has helped reposition LANDCROS' Atlassian environment from a set of individual tools into a more strategic service management platform.

Other parts of the business are now exploring whether they can use the existing Atlassian organisation, workflows and service model to support their own solutions.

"Other departments are now asking whether they can use our Atlassian organisation because the service model is already in place."

— João Galego, AHS Operations Manager at LANDCROS Corporation

Customer Quote

“Our experience working with GLiNTECH has been very positive. The team provides fast, reliable and professional support, with strong Atlassian product knowledge and practical guidance that has helped us improve the governance and usability of our platform. GLiNTECH’s flexibility and personal approach are also very positive.”

— João Galego, AHS Operations Manager at LANDCROS Corporation

Conclusion

By working with GLiNTECH, LANDCROS strengthened the governance, structure and usability of its Atlassian platform while creating a more scalable service management model.

The engagement has improved the organisation of Confluence content, strengthened Jira Service Management practices and provided LANDCROS's internal administrators with reliable access to specialist Atlassian expertise.

The platform is now better positioned to support AI, additional business teams and new service requirements. Future priorities include expanding the use of Rovo, introducing Atlassian Assets for document control, improving integration between service management and development, implementing unified single sign-on and onboarding additional departments.