Salesforce Solution Architect, ITSM

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Salesforce Solution Architect, ITSM based in United States.

This role will lead the design and delivery of enterprise Salesforce solutions focused on IT Service Management and customer service transformation.

You’ll act as a trusted advisor, translating complex business needs into scalable, user-focused Salesforce architectures.

The position combines Salesforce Service Cloud, Experience Cloud, Data Cloud, and Agentforce with broader ITSM and ITIL expertise.

You’ll guide process reviews, solution strategy, technical requirements, project delivery, and customer communications.

Working closely with technical delivery and AI teams, you’ll help develop innovative solutions that improve workflows and customer experiences.

The role offers significant ownership across enterprise-level initiatives, from solution design through deployment, adoption, and continuous improvement.

You’ll collaborate with cross-functional stakeholders while exercising independent judgment in a fast-moving technology environment.

Accountabilities:

• Serve as a trusted client advisor, providing industry best practices and strategic guidance throughout solution delivery.
• Facilitate business process reviews to understand customer needs, identify improvement opportunities, and define future-state processes.
• Translate customer requirements into scalable Salesforce solution designs while following platform best practices and minimizing unnecessary custom development.
• Architect solutions leveraging Salesforce Service Cloud, Experience Cloud, Data Cloud, and Agentforce.
• Apply ITSM and ITIL methodologies to Salesforce-based service management solutions.
• Define detailed technical requirements and specifications for customers and technical delivery teams.
• Incorporate user experience and Salesforce UX best practices into solution architecture and delivery.
• Lead vision and strategy discussions with contact center, customer service, and business leadership.
• Manage project scope, delivery activities, timelines, and customer communications across assigned engagements.
• Oversee successful completion of all aspects of enterprise Salesforce projects from discovery and design through deployment and adoption.
• Lead enterprise-level projects with limited direction, exercising independent judgment and taking ownership of key delivery decisions.
• Coordinate multiple Salesforce deployments, releases, environments, integrations, and technical dependencies.
• Partner with technical teams to support integrations with legacy systems and solutions requiring custom development.
• Produce and maintain requirements, architecture, solution, training, and implementation documentation.
• Deliver or oversee end-user training and supporting documentation to facilitate successful adoption.
• Collaborate with artificial intelligence specialists to develop innovative Salesforce and AI-powered solutions.
• Identify opportunities to improve business processes through Salesforce capabilities and emerging technologies.
• Manage multiple projects, deliverables, priorities, and deadlines simultaneously while maintaining delivery quality.
• Support continuous improvement of solution architecture, delivery practices, and customer outcomes.

Requirements:

• 5+ years of Salesforce project delivery experience, with strong expertise in Service Cloud and Experience Cloud.
• 2+ years of Salesforce project delivery experience involving Data Cloud and Agentforce.
• 3+ years of experience leading implementations involving ITSM platforms, including ServiceNow.
• Practical background in ITSM and ITIL methodologies.
• Expert-level ability to design and implement Service Cloud solutions using Salesforce declarative configuration.
• Strong ability to document business and technical requirements for development and technical delivery teams.
• Solid understanding of Salesforce technical solutions involving Apex, Visualforce, Lightning Web Components, and web services.
• Experience leading multiple Salesforce deployments, including release management and multi-environment management.
• Experience integrating Salesforce with legacy systems through APIs and supporting projects requiring original code development.
• Professional experience owning the end-to-end Software Development Lifecycle, including structured code management and delivery methodologies.
• Strong project management and process methodology experience.
• Experience leading enterprise Service Cloud implementations, including ground-up Service Cloud and Sales Cloud deployments.
• Ability to manage multiple concurrent projects, deliverables, priorities, and deadlines effectively.
• Expertise in Salesforce Experience Cloud solution architecture is preferred.
• Salesforce certifications in Service Cloud and Experience Cloud are preferred.
• Demonstrated ability to assess business processes and identify opportunities for improvement using Salesforce.
• Strong client relationship-building skills, with the ability to establish credibility and collaborate effectively with cross-functional teams.
• Strong communication, stakeholder management, analytical, and problem-solving skills.
• Bachelor’s degree in Computer Science, Engineering, or a related technical discipline, or equivalent professional experience.

Benefits:

• Annual salary ranges vary by location, role, skills, and experience.
• California: $94,400-$266,300 USD annually.
• Cleveland: $87,400-$213,000 USD annually.
• Colorado: $94,400-$230,000 USD annually.
• District of Columbia: $100,500-$245,000 USD annually.
• Illinois: $87,400-$230,000 USD annually.
• Maryland: $94,400-$230,000 USD annually.
• Massachusetts: $94,400-$245,000 USD annually.
• Minnesota: $94,400-$230,000 USD annually.
• New York / New Jersey: $87,400-$266,300 USD annually.
• Washington: $100,500-$245,000 USD annually.
• Remote and in-person working options are available depending on role and location.
• Flexible working culture focused on outcomes rather than rigid working hours.
• Opportunities to collaborate with experienced specialists across Salesforce, AWS, AI, and emerging technologies.
• Potential travel of up to 25% for roles where client engagement requires onsite support.
• Inclusive and collaborative work environment where employees are encouraged to contribute ideas and feedback.
• Opportunities to work on enterprise-scale Salesforce, ITSM, and AI transformation initiatives.
• Equal employment opportunity practices and a commitment to a diverse and inclusive workplace.