We are seeking an ITSM Salesforce Architect with over 12 years of industry experience. This role is critical in designing and implementing effective IT Service Management (ITSM) solutions on the Salesforce platform, ensuring alignment with business objectives and driving continuous improvement.

Key Performance Areas:

1. ITSM Solution Design and Implementation
• Performance Expectation: Design and implement robust ITSM solutions on the Salesforce platform that meet business requirements and best practices.
• Success Metrics: Deliver at least three major ITSM projects annually with a 95% stakeholder satisfaction rating.
2. Requirements Gathering and Analysis
• Performance Expectation: Collaborate with stakeholders to gather and analyze requirements, translating them into effective architectural solutions.
• Success Metrics: Achieve comprehensive requirements documentation with at least 90% accuracy and completeness, reducing rework by 30%.
3. Architectural Blueprint Development
• Performance Expectation: Develop architectural blueprints, including system integrations, data models, and workflows to optimize ITSM processes.
• Success Metrics: Ensure 100% adherence to architectural standards and guidelines, with no critical design flaws identified in post-implementation reviews.
4. Mentorship and Team Guidance
• Performance Expectation: Mentor and guide development teams in Salesforce best practices, ensuring high-quality implementations.
• Success Metrics: Foster a culture of excellence with positive feedback from team members, reflected in annual performance reviews and skill assessments.
5. Continuous Improvement and Innovation
• Performance Expectation: Stay current with Salesforce releases, new features, and industry trends to enhance ITSM offerings.
• Success Metrics: Implement at least two innovative solutions or process improvements each year that enhance service delivery and efficiency.
6. Cross-Functional Collaboration
• Performance Expectation: Collaborate with cross-functional teams to drive ITSM process improvements and promote best practices.
• Success Metrics: Establish regular communication channels, achieving at least 80% of cross-departmental initiatives completed on time and within scope.

#LI-MP1

• 12+ years of experience in ITSM and Salesforce Solution Architecture.
• Strong expertise in Salesforce Service Cloud and ITIL processes.
• Proven experience in designing and implementing ITSM solutions on Salesforce.
• Relevant Salesforce certifications (e.g., Salesforce Certified Architect, Salesforce Certified Service Cloud Consultant)

• 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