Salesforce Technical Architect (ITSM)

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The Technical Architect — Salesforce ITSM is an execution-focused architect responsible for designing and delivering migrations from legacy IT Service Management platforms — ServiceNow, BMC Remedy, Cherwell, Ivanti, Jira Service Management — to Salesforce Service Cloud as an enterprise ITSM solution. As a member of the Strategic Migration CoE and Migration Factory, you will act as the primary technical authority for the ITSM track, owning the end-to-end solution design, ITIL process-to-Salesforce mapping, CMDB migration strategy, SLA and entitlement architecture, case and incident history migration, and knowledge article migration.

You will combine deep Salesforce Service Cloud expertise with ITIL v4 process knowledge and advanced data migration methodology to ensure that ITSM processes, historical records and operational data are transitioned with full fidelity and zero degradation of IT service quality.

Responsibilities:

• Serve as the Technical Lead for Salesforce ITSM migration workstreams, architecting the end-to-end transition from legacy ITSM platforms to Salesforce Service Cloud, including incident, problem, change, request, asset and CMDB modules.

• Design the ITIL process-to-Salesforce architecture — mapping legacy ITSM process flows (incident management, problem management, change management, service request, CMDB) to Salesforce Service Cloud objects, entitlements, milestones and automation.

• Own the CMDB migration strategy — profiling, cleansing and migrating Configuration Items (CIs), asset relationships, dependency maps and service topology from legacy CMDB to Salesforce Assets and related objects.

• Architect SLA and entitlement design — designing entitlement processes, milestone rules, SLA policies and escalation logic in Salesforce that replicate or improve legacy ITSM SLA behaviour.

• Design the case and incident history migration strategy — migrating open and historical incident, problem, change and service request records with full audit trail, attachments, work notes and relationship integrity.

• Architect knowledge article migration — migrating legacy ITSM knowledge base articles to Salesforce Knowledge with category taxonomy, article type mapping and access control preservation.

• Lead functional and technical discovery workshops with client IT operations, service desk and ITSM process owners to uncover complex ITSM workflows, approval processes, SLA hierarchies and legacy platform dependencies.

• Define end-to-end data lineage for all ITSM data objects — profiling, cleansing, transformation and reconciliation strategies for incident, change, CMDB and knowledge data.

• Manage the functional depth of Source vs. Target systems — maintaining deep understanding of how legacy ITSM logic (ServiceNow workflows, Remedy ARForms, Cherwell blueprints) translates into Salesforce Service Cloud native features vs custom Apex/Flow.

• Serve as a Trusted Advisor to the client, driving conversations with CIOs, IT Operations leaders and Enterprise Architects to shape the Salesforce ITSM migration roadmap and long-term IT service management architecture.

• Establish best-in-class standards for the Salesforce ITSM migration practice — building reusable entitlement templates, CMDB migration scripts, ITIL process configuration playbooks and SLA migration patterns as factory accelerators.

• Lead cutover planning and execution — including ITSM freeze window design, incident queue migration sequencing, SLA clock management during cutover and post-migration operational validation with IT service desk teams.

• Identify and mitigate technical risks proactively — CMDB relationship integrity loss, SLA clock continuity during cutover, knowledge article search degradation, open incident data loss and legacy integration reconnection post go-live.

• Contribute to the Migration Factory by building reusable ITSM migration playbooks, ITIL process config templates, CMDB migration toolkits and SLA migration patterns to reduce delivery time across successive waves.

Must Have Skills:

• Salesforce Service Cloud Deep Expertise: Advanced configuration of cases, entitlements, milestones, SLA policies, assignment rules, escalation rules, omni-channel routing and service console.

• ITIL v4 Knowledge: Strong understanding of ITIL v4 service management processes — incident, problem, change, request fulfilment, CMDB and service catalogue — and how they map to Salesforce objects.

• CMDB Migration Expertise: Proven experience migrating Configuration Items, asset relationships and service topology from legacy CMDB platforms to Salesforce Assets and related objects.

• SLA and Entitlement Architecture: Deep expertise in designing Salesforce entitlement processes, milestone actions, SLA policies, escalation logic and multi-tier SLA hierarchies.

• Case and Incident Data Migration: Hands-on experience migrating high-volume ITSM records (incidents, changes, problems, service requests) with full relationship integrity and attachment migration.

• Salesforce Knowledge: Experience migrating and structuring knowledge articles — article types, category taxonomy, data categories, access control and search configuration.

• Integration Architecture: REST/SOAP APIs, Platform Events, Named Credentials — designing integrations between Salesforce ITSM and monitoring tools (Dynatrace, PagerDuty, Splunk), HR systems and Active Directory.

• Data Architecture & LDV: Understanding of high-volume case data strategies — indexing, skinny tables, archival policies and efficient query design for large ITSM datasets.

• Platform Security: Expertise in sharing model design for ITSM data — ensuring CI, incident and change data is secured appropriately across IT, business and vendor communities.

Preferred Skills:

• Hands-on experience migrating from ServiceNow, BMC Remedy/Helix, Cherwell, Ivanti or Jira Service Management to Salesforce Service Cloud

• Experience with Salesforce Field Service Lightning (FSL) for on-site IT support and asset maintenance use cases

• Experience with OmniStudio (FlexCards, OmniScripts) for ITSM self-service portal and service catalogue design

• Knowledge of Salesforce Experience Cloud for IT self-service portal migration

• Familiarity with ETL tools — Informatica, Talend, DataLoader CLI — for CMDB and incident bulk migration

• Understanding of monitoring and observability platform integrations (Dynatrace, Splunk, PagerDuty) post-migration

• ITIL v4 Managing Professional or Strategic Leader certification.

Experience Requirements:

• 10+ years of experience developing enterprise Salesforce and ITSM technology solutions

• 5+ years hands-on Salesforce Service Cloud experience, with at least 2 ITSM migration or ITSM implementation projects

• 3+ years of client-facing advisory or architecture roles on ITSM transformation programmes

• Demonstrated experience migrating CMDB datasets (50K+ CIs) and incident history (500K+ records) to Salesforce

Salesforce & Platform Certifications:

• Salesforce Service Cloud Consultant (Required)

• Salesforce Certified Data Architect (Required)

• Salesforce Application Architect (Preferred)

• ITIL v4 Foundation (Required)

• ITIL v4 Managing Professional (Preferred)

• Salesforce Field Service Consultant (Preferred)

Unleash Your Potential

When you join Salesforce, you’ll be limitless in all areas of your life. Our benefits and resources support you to find balance and be your best, and our AI agents accelerate your impact so you can do your best. Together, we’ll bring the power of Agentforce to organizations of all sizes and deliver amazing experiences that customers love. Apply today to not only shape the future — but to redefine what’s possible — for yourself, for AI, and the world.

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