The ITSM Salesforce Technical Architect will serve as the primary technical leader for integrating IT Service Management (ITSM) platforms with Salesforce. This role focuses on architecting scalable solutions that enhance service delivery, data accuracy, and process automation across IT and business operations. In this position, you will work closely with stakeholders to translate business requirements into effective technical designs, providing expert guidance in implementing best-in-class ITSM solutions integrated with Salesforce.

Key Responsibilities

1. Design and Implement ITSM and Salesforce Integrations
• Architect integration solutions between ITSM platforms (e.g., ServiceNow, Jira Service Management) and Salesforce, ensuring interoperability, security, and data integrity.
• Work closely with business stakeholders to capture and analyze integration requirements, translating them into technical designs and specifications.
• Develop and document integration blueprints, including data mapping, workflows, and API specifications, to create a robust architecture for seamless data exchange and functionality.
2. Lead Salesforce and ITSM Solution Architecture
• Define the technical roadmap for ITSM and Salesforce solutions, aligning with the organization’s strategic objectives and technology standards.
• Identify, recommend, and implement solutions to optimize service delivery, streamline workflows, and enable data-driven insights across the IT and support teams.
• Ensure that all solutions comply with architecture standards, data governance policies, and security protocols.
3. Drive Process Automation and Workflow Efficiency
• Develop automation strategies that improve ITSM and Salesforce processes, reduce manual work, and enhance response times for support requests and service delivery.
• Create and implement automated workflows, scripts, and API integrations that support efficient and standardized processes across departments.
• Regularly evaluate and refine automation processes to align with changing business requirements and optimize resource utilization.
4. Ensure Data Quality and Security Compliance
• Implement and maintain data security protocols to protect sensitive information within ITSM and Salesforce integrations.
• Establish data quality standards and monitoring mechanisms to proactively manage data consistency and reliability across systems.
• Collaborate with data governance, security, and compliance teams to ensure adherence to regulatory requirements and internal policies.
5. Provide Technical Leadership and Mentor Cross-Functional Teams
• Act as a technical leader for ITSM and Salesforce projects, guiding cross-functional teams in best practices for implementation, customization, and optimization.
• Lead technical discussions, workshops, and presentations, fostering a collaborative environment and ensuring alignment with stakeholders.
• Mentor and provide training to team members on technical aspects of ITSM and Salesforce integrations, helping to build internal expertise.

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Required Qualifications:

• Bachelor’s degree in Computer Science, Information Technology, or related field.
• Overall experience of 12 years of experience with minimum 5 years experience in ITSM and Salesforce architecture, with a strong focus on technical integrations.
• Proficiency with ITSM platforms (e.g., ServiceNow, Jira Service Management) and Salesforce, with a deep understanding of APIs, integration best practices, and data governance.
• Proven experience in designing and implementing process automation, workflow optimizations, and technical solutions for service management and CRM platforms.
• Strong knowledge of data security, compliance, and quality standards in ITSM and CRM integrations.

Preferred Skills and Traits:

• Technical Expertise: Deep understanding of ITSM and Salesforce integration techniques, including API and workflow automation.
• Problem-Solver: Strong analytical skills with the ability to address complex technical challenges and provide innovative solutions.
• Collaborative: Proven track record in working effectively with cross-functional teams and managing stakeholder expectations.
• Attention to Detail: High standards for data quality, security, and compliance in all integration projects.
• Continuous Improvement: Passion for exploring new technologies and driving improvements in ITSM and Salesforce integration and automation.

• Generous Annual Leave – 20 days, plus public holidays, with the possibility to buy additional days
• Life Insurance – 3x times annual salary
• to the latest technologies