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Strong employer brand but niche senior Salesforce ITSM architect role reduces applicant density.
Highly domain-specific Salesforce and ITSM expertise limits transferability across industries.
Multiple mandatory years, Salesforce certifications, and specialist ITSM migration experience required.
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Architect and lead end-to-end migrations from legacy ITSM platforms to Salesforce Service Cloud, including ITIL process mapping, CMDB, SLA, case/incident history, and knowledge article migration.
Own technical design for CMDB migration strategy, SLA/entitlement architecture, and data integrity to ensure zero service quality degradation post-migration.
Act as primary technical authority and trusted advisor for ITSM migration, engaging with IT leadership and building reusable migration playbooks and accelerators.
10+ years experience developing enterprise Salesforce and ITSM technology solutions.
5+ years hands-on Salesforce Service Cloud experience with at least 2 ITSM migration or implementation projects.
Salesforce Service Cloud Consultant and Salesforce Certified Data Architect certifications required; ITIL v4 Foundation mandatory.
3+ years client-facing advisory or architecture roles on ITSM transformation programmes.
Deep expertise in Salesforce Service Cloud configuration covering cases, entitlements, SLAs, OmniChannel, and service console tailored for ITSM.
Strong ITIL v4 process knowledge with proven ability to translate complex ITSM workflows to Salesforce architecture.
Experienced in large-scale CMDB and incident history migrations with focus on data integrity, SLA continuity, and multi-platform integration.