Salesforce Solution Architect, ITSM

Overview

Salesforce Solution Architect (ITSM) helping design and deliver Salesforce solutions, including ITSM capabilities and service-related clouds, for customer needs.

What you'll do

• Provide industry best practices and act as a trusted client advisor.
• Facilitate business process reviews to identify customer requirements and processes.
• Translate customer requirements into Salesforce designs with minimal custom development.
• Leverage Salesforce technology including ITSM, Experience Cloud, and Service Cloud.
• Develop technical requirements and specifications for customers and the delivery team.
• Manage project delivery and customer communications, including end-user training and documentation.
• Lead enterprise-level solution vision and strategy discussions with customer service leadership.

What you'll need

• 5+ years of Salesforce project delivery experience with Service Cloud and Experience Cloud.
• 2+ years of Salesforce project delivery experience with Data Cloud and Agentforce.
• 3+ years leading and implementing with other ITSM platforms including ServiceNow.
• Background in ITSM/ITIL methodologies.
• Expertise designing and creating Service Cloud solutions using declarative configuration.
• Ability to document requirements and understand solutions leveraging Apex, VisualForce, Lightning Web Components, and Web Services.
• Experience owning the end-to-end SDLC and supporting structured code and process management.

Details

• Work mode: Remote.
• Location restricted to Alberta, British Columbia, and Ontario, Canada.
• Anticipated travel commitment up to 25% for certain roles.