JR-154659 Salesforce ITSM Architect

We are looking for a highly skilled ITSM Solution Architect to lead the design and implementation of scalable service management solutions.

We welcome candidates from diverse backgrounds who have strong experience in enterprise systems, operations, or platform solutions and are motivated to retrain and grow into ITSM architecture.

Location

LATAM or Canada preferred; Europe also acceptable (work timezone: EST)

Role Overview

In this role, you will:

• Own end-to-end ITSM solution architecture
• Design and optimize service management processes aligned with ITIL
• Work with various tools and platforms (not limited to specific vendors)
• Support organizations in adopting and maturing ITSM capabilities

Key Requirements

Experience

6–10+ years in one or more areas:

• Enterprise platforms (CRM, IT systems, support tools)
• Service operations / support environments
• Solution design / architecture / consulting
• Experience in Solution Architect, Lead Consultant

ITSM Focus & Learning Ability

• Strong interest in IT Service Management (ITSM)
• Understanding of service operations (support, ticketing, workflows)
• Ability and willingness to retrain into ITSM frameworks and tools
• Familiarity with ITIL concepts is a plus (not mandatory)

Platform Experience

Experience in any of the following is beneficial:

• ITSM platforms (e.g., ServiceNow)
• CRM / support platforms (e.g., Salesforce Service Cloud)
• Other enterprise tools (ERP, ticketing, workflow systems)

Architecture & Technical Skills

• Ability to design:
• Scalable processes and workflows
• Data models and service structures
• Understanding of:
• Integrations (APIs, middleware, external systems)
• Security concepts (roles, access control, SSO)
• Experience with system design and solution architecture principles

Consulting & Leadership

• Strong communication and stakeholder management skills
• Experience leading:
• Workshops
• Discovery sessions
• Process design discussions
• Ability to work with cross-functional teams

Key Responsibilities

Architecture & Process Design

• Define and design end-to-end ITSM solutions
• Develop service processes such as:
• Incident / Case Management
• Service Requests
• Problem & Change Management
• Align solutions with ITIL best practices

Solution Delivery

• Lead implementation of ITSM solutions across tools and platforms
• Work with technical teams to ensure scalable and efficient delivery
• Ensure quality, performance, and maintainability

Integration & Ecosystem

• Define integrations with:
• Enterprise systems (ERP, monitoring tools, etc.)
• Ensure seamless data flow and system interoperability

Stakeholder Engagement

• Act as a trusted advisor to clients
• Lead workshops and architecture discussions
• Support estimation, planning, and delivery governance

Transformation & Adoption

• Support organizations in transitioning to ITSM practices
• Drive process standardization and maturity improvements
• Enable training, adoption, and continuous improvement

What we offer:

• Competitive salary;
• 100% remote opportunity;
• Referral program
• Flexible work schedule
• Opportunities for professional growth and advancement;
• A collaborative and innovative work environment;
• 10 business days of paid vacation per year + 5 days of personal days off
• Support for participation in professional development opportunities (webinars, conferences, trainings, etc.);