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.