Salesforce

1 week ago

Salesforce Technical Architect (ITSM)

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 3 hours agoStatus: Live

Job Summary

Lead Salesforce ITSM migrations from legacy platforms (ServiceNow, BMC Remedy, Cherwell, Ivanti, Jira Service Management) into Salesforce Service Cloud as the primary technical authority. Own end-to-end ITIL process-to-Salesforce architecture, CMDB migration strategy, SLA/entitlement design, and full-fidelity case/incident and knowledge article migrations. Partner with clients through discovery workshops, manage cutover execution, define data lineage, and establish reusable migration standards within Salesforce’s Migration Factory.

Location: Hyderabad, Bengaluru

Workplace: Onsite

Employment Type: Full time

Job Function: Software Engineering

Key Responsibilities

•Serve as the Technical Lead for Salesforce ITSM migration workstreams, architecting the transition from legacy ITSM platforms to Salesforce Service Cloud across incident, problem, change, request, asset, and CMDB modules.
•Design ITIL process-to-Salesforce architecture by mapping legacy ITSM workflows to Salesforce Service Cloud objects, entitlements, milestones, and automation.
•Own CMDB migration strategy, including profiling, cleansing, and migrating Configuration Items, asset relationships, dependency maps, and service topology to Salesforce.
•Architect SLA and entitlement design, replicating or improving legacy ITSM SLA behavior using Salesforce entitlement processes, milestone rules, SLA policies, and escalation logic.
•Lead case/incident history and knowledge article migration, defining data lineage, cutover planning, and post-migration validation while proactively identifying and mitigating technical risks.

Key Requirements

•Deep Salesforce Service Cloud expertise, including cases, entitlements, milestones, SLA policies, assignment and escalation rules, omni-channel routing, and service console configuration.
•Strong ITIL v4 knowledge across incident, problem, change, request fulfilment, CMDB, and service catalogue—and how these map to Salesforce objects.
•Proven CMDB migration expertise, including profiling, cleansing, and migrating Configuration Items, asset relationships, and service topology to Salesforce.
•Deep experience designing SLA and entitlement architecture in Salesforce, including milestone rules, SLA policies, escalation logic, and multi-tier SLA hierarchies.
•Hands-on integration and data migration expertise, including REST/SOAP APIs, Platform Events, Named Credentials, and migrating high-volume ITSM case, incident, and knowledge data with full relationship integrity.

Experience:10+ years

Skills:LeadershipStakeholder managementWorkshop facilitationRisk management

Certifications:Salesforce Service Cloud ConsultantSalesforce Certified Data ArchitectITIL v4 FoundationITIL v4 Managing Professional

Tech Stack:Salesforce Service CloudSalesforce KnowledgeITIL v4CMDBServiceNowBMC RemedyHelixCherwellIvantiJira Service ManagementSalesforce AssetsSalesforce FlowApexREST APIsSOAP APIsPlatform EventsNamed CredentialsDynatracePagerDutySplunk

Company Brief

Salesforce

Provides a leading cloud-based customer relationship management (CRM) platform with sales, service, marketing, analytics, and integration tools that empower businesses to manage customer relationships and digital transformation at scale.

Industry: SaaS

Company Size: Enterprise (1,001+ employees)

Revenue: USD 1B+

Growth: Public Company

Valuation: Public Company (Market Cap in USD)

Funding: IPO / Publicly Listed

Headquarters: San Francisco, United States

Founded: 1999

Glassdoor: 4.1

Website LinkedIn Glassdoor

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Salesforce

1 week ago

Salesforce Technical Architect (ITSM)

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 3 hours agoStatus: Live

Job Summary

Location: Hyderabad, Bengaluru

Workplace: Onsite

Employment Type: Full time

Job Function: Software Engineering

Key Responsibilities

•Serve as the Technical Lead for Salesforce ITSM migration workstreams, architecting the transition from legacy ITSM platforms to Salesforce Service Cloud across incident, problem, change, request, asset, and CMDB modules.
•Design ITIL process-to-Salesforce architecture by mapping legacy ITSM workflows to Salesforce Service Cloud objects, entitlements, milestones, and automation.
•Own CMDB migration strategy, including profiling, cleansing, and migrating Configuration Items, asset relationships, dependency maps, and service topology to Salesforce.
•Architect SLA and entitlement design, replicating or improving legacy ITSM SLA behavior using Salesforce entitlement processes, milestone rules, SLA policies, and escalation logic.
•Lead case/incident history and knowledge article migration, defining data lineage, cutover planning, and post-migration validation while proactively identifying and mitigating technical risks.

Key Requirements

•Deep Salesforce Service Cloud expertise, including cases, entitlements, milestones, SLA policies, assignment and escalation rules, omni-channel routing, and service console configuration.
•Strong ITIL v4 knowledge across incident, problem, change, request fulfilment, CMDB, and service catalogue—and how these map to Salesforce objects.
•Proven CMDB migration expertise, including profiling, cleansing, and migrating Configuration Items, asset relationships, and service topology to Salesforce.
•Deep experience designing SLA and entitlement architecture in Salesforce, including milestone rules, SLA policies, escalation logic, and multi-tier SLA hierarchies.
•Hands-on integration and data migration expertise, including REST/SOAP APIs, Platform Events, Named Credentials, and migrating high-volume ITSM case, incident, and knowledge data with full relationship integrity.

Experience:10+ years

Skills:LeadershipStakeholder managementWorkshop facilitationRisk management

Certifications:Salesforce Service Cloud ConsultantSalesforce Certified Data ArchitectITIL v4 FoundationITIL v4 Managing Professional

Company Brief

Salesforce

Industry: SaaS

Company Size: Enterprise (1,001+ employees)

Revenue: USD 1B+

Growth: Public Company

Valuation: Public Company (Market Cap in USD)

Funding: IPO / Publicly Listed

Headquarters: San Francisco, United States

Founded: 1999

Glassdoor: 4.1

Website LinkedIn Glassdoor