Salesforce Solution Architect, ITSM

This is a fully remote position, open to applicants in Canada.

📋 Description

• Deliver industry-leading practices and act as a reliable advisor to clients.

• Conduct business process evaluations to ascertain customer needs and workflows.

• Convert customer requirements into Salesforce designs by employing best practices while minimizing custom development.

• Utilize Salesforce ITSM, Experience Cloud, and Service Cloud technologies effectively.

• Create technical requirements and specifications for both clients and the technical delivery team.

• Promote optimal user experience design throughout the solution implementation phase.

• Oversee project management and maintain customer communication.

• Provide end-user training and documentation for customers.

• Ensure successful completion of assigned projects while taking accountability.

• Lead enterprise-level projects with limited guidance from senior management.

• Facilitate vision and strategy discussions with leadership in contact center and customer service.

• Collaborate with the Artificial Intelligence team to develop innovative Salesforce solutions.

⛳️ Requirements

• Over 5 years of experience in project delivery using Salesforce, particularly with Service Cloud and Experience Cloud.

• More than 2 years of project delivery experience with Salesforce, focusing on Data Cloud and Agentforce.

• At least 3 years of experience leading and implementing projects with other ITSM platforms, including ServiceNow.

• A strong background in ITSM/ITIL methodologies.

• Proficient in designing and developing Service Cloud solutions using Salesforce declarative configuration.

• Capable of documenting requirements for technical teams and understanding technical solutions using Apex, VisualForce, Lightning Web Components, and Web Services.

• Experienced in managing multiple Salesforce project deployments, including release and multi-environment management, legacy-system integration via Salesforce APIs, and original code development.

• Professional experience in overseeing the complete Software/Systems Development Lifecycle (SDLC), which includes structured code management, project management skills, and process methodologies.

• Experience leading Enterprise Service Cloud projects, including foundational Service and Sales Cloud deployments.

• Proven capability to manage various projects, deliverables, and deadlines concurrently.

• Preferred: expertise in providing solution architecture for Salesforce Experience Cloud.

• Preferred: Salesforce certifications in Service Cloud and Experience Cloud.

• Preferred: ability to evaluate business process improvements utilizing Salesforce.

• Preferred: skill in building client relationships and collaborating with cross-functional teams.

• Preferred: B.S. in Computer Science, Engineering, or a similar technical degree, or equivalent experience.

🏝️ Benefits

• Options for remote work.

• Flexible work arrangements.

• Potential travel opportunities, with expected travel commitment of up to 25% for specific roles.

• Opportunities for collaboration through town halls and company meetings.

• Team celebrations and social events.