Job Description

Salesforce Architect - ITSM

Position Summary

We are seeking a highly skilled Salesforce Architect to lead the design, architecture, and implementation of enterprise-scale IT Service Management (ITSM) solutions on the Salesforce platform. This role will be responsible for defining solution architecture, ensuring alignment with business objectives, and providing technical leadership throughout the project lifecycle.

The ideal candidate possesses deep Salesforce platform expertise, strong knowledge of ITSM processes, and experience designing scalable, secure, and integrated service management solutions. This individual will work closely with business stakeholders, business analysts, project managers, and development teams to deliver transformational solutions that enhance operational efficiency and service delivery.

Key Responsibilities

Solution Architecture

• Design and maintain end-to-end Salesforce solution architectures for ITSM and Enterprise Service Management initiatives.
• Translate business requirements into scalable technical solutions.
• Create architecture diagrams, solution blueprints, and technical design documentation.
• Ensure solutions align with enterprise architecture standards, security requirements, and Salesforce best practices.
• Evaluate platform capabilities and recommend appropriate design approaches.

Salesforce Platform Leadership

• Architect solutions utilizing:
• Salesforce Service Cloud
• Experience Cloud
• Omni-Channel
• Flow Automation
• Knowledge Management
• Agentforce
• Data Cloud
• Einstein AI
• Provide technical guidance on configuration, customization, integrations, and automation.
• Promote platform-first solutions and minimize unnecessary custom development.

ITSM Solution Design

Design solutions supporting:

• Incident Management
• Service Request Management
• Problem Management
• Change Management
• Knowledge Management
• Service Catalog
• SLA Management
• Asset & Configuration Management integrations
• Align designs with ITIL best practices.
• Identify opportunities to simplify and automate service delivery processes.
• Enable self-service and AI-assisted support experiences.

Integration & Data Architecture

• Define integration strategies between Salesforce and enterprise applications.
• Design API-based and event-driven integrations.
• Collaborate with integration teams to connect Salesforce with:
• ERP systems
• HR platforms
• Identity and Access Management solutions
• Collaboration tools
• Monitoring and operational systems
• Define data models, data governance standards, and security controls.

Delivery & Governance

• Support discovery workshops, solution design sessions, and implementation planning.
• Review technical designs and ensure adherence to architecture standards.
• Participate in effort estimation and technical risk assessments.
• Work closely with development and QA teams to ensure successful delivery.
• Support release planning and deployment activities.

Stakeholder Engagement

• Collaborate with business leaders, product owners, and Business Analysts to understand business objectives.
• Present solution options, recommendations, and architectural decisions.
• Facilitate design workshops and architecture reviews.
• Serve as a trusted advisor throughout delivery engagements.

Required Qualifications

• Bachelor's degree in Computer Science, Information Systems, Engineering, or related discipline.
• 7+ years of Salesforce platform experience.
• 3+ years of experience in a Salesforce Architect, Solution Architect, or Lead Consultant role.
• Experience delivering Salesforce Service Cloud implementations.
• Strong understanding of ITSM and ITIL processes.
• Experience designing enterprise integrations and data models.
• Strong written and verbal communication skills.
• Experience working in Agile delivery environments.

Preferred Qualifications

• Experience implementing ITSM solutions on Salesforce.
• Experience with Agentforce and AI-enabled service solutions.
• Experience with Enterprise Service Management implementations.
• Consulting or client-facing delivery experience.
• Experience working with distributed global teams.

Certifications

Required

• Salesforce Certified Administrator
• Salesforce Certified Service Cloud Consultant

Preferred

• Salesforce Certified Application Architect
• Salesforce Certified System Architect
• Salesforce Certified Integration Architect
• Salesforce Certified Data Architect
• Salesforce Certified Development Lifecycle and Deployment Architect
• ITIL Foundation Certification

Technical Skills

Salesforce

• Service Cloud
• Experience Cloud
• Agentforce
• Data Cloud
• Flows
• Lightning Platform
• Apex
• Lightning Web Components (LWC)
• Omni-Channel
• Knowledge Management

Integration

• REST APIs
• SOAP APIs
• Platform Events
• MuleSoft
• Boomi
• Azure Integration Services

Service Management

• Incident Management
• Request Fulfillment
• Problem Management
• Change Management
• Knowledge Management
• SLA Management
• Service Catalog

Success Measures

• Successful delivery of Salesforce ITSM solutions that meet business objectives.
• Scalable and maintainable solution architectures.
• Increased automation and operational efficiency.
• Strong stakeholder satisfaction and adoption.
• Adherence to architecture, security, and governance standards.
• Effective collaboration across business and technical teams.