ITIlV4SalesforceTrainer

Roles & Responsibilities :
 ITIL v4 Trainer on Salesforce Service Console (OT & Field Services Context)

We are looking for an experienced ITIL v4 Trainer with strong Salesforce Service Console expertise to design and deliver a custom platform-based ITIL training program for our client. This is not a generic ITIL course; the training must be practical contextual and mapped to real service operations executed on Salesforce.

The target audience is globally distributed. The trainer must be capable of delivering high-impact virtual training to a diverse multi-geography audience.

Ideal Trainer Profile: A senior ITIL practitioner who can engage a global audience and teach ITIL practically through Salesforce grounded in real service operations rather than theory.

Key Responsibilities:

        Design and deliver a custom ITIL v4 training curriculum aligned to business service operations

        Develop custom learning paths for

o   Develop custom learning paths for

o   Service practitioners (remote field logistics)

o   Service engineering (L2/L3 RCA problem management)

        Map ITIL practices to Salesforce Service Console workflows and objects (Cases Work Orders Assets Knowledge Field Service)

        Deliver virtual instructor-led workshops to a global audience across multiple time zones

        Drive high engagement through interactive sessions real-life scenarios and practical exercises

        Demonstrate application of ITIL across: Remote Monitoring & Diagnostics Field Services Service Engineering Spare Parts & Logistics

        Enable teams to apply ITIL for improving service outcomes (availability MTTR SLA customer satisfaction)

Qualifications :

Mandatory/requires Skills :
ITIL

        ITIL v4 certification (Managing Professional preferred)

        Proven experience delivering custom ITIL v4 training not just certification coaching

        Strong hands-on knowledge of ITIL v4 practices

        Strong understanding of ITIL Service Value System ITIL practices (Incident Problem Change Request Knowledge SLA CSI) Service design transition and operations concepts.

Salesforce

        Strong functional understanding of Salesforce Service Cloud / Service Console

        Ability to demonstrate ITIL workflows directly on Salesforce.

        Prior experience in Salesforce implementations consulting or solution design is highly preferred.

Training and Facilitation

        Proven experience delivering virtual training to global multi-cultural audiences

        Proven experience delivering custom enterprise training (not just certification)

        Excellent facilitation communication and stakeholder management skills

Nice-to-Have

• Experience in OT / industrial services

• Exposure to Field Service Management (FSM) solutions

• Experience with service maturity assessments and adoption roadmaps

• Background in remote operations engineering services or asset-heavy environments

Deliverables Expected

• Customized ITIL-on-Salesforce training curriculum and agenda

• Role-specific training modules and learning paths for Leadership Practitioners and Engineers

• Training deck and participant material

• Customer-specific case studies and exercises

• Post-training reference material

• Content must not be off-the-shelf ITIL. The trainer is accountable for custom development and contextualization to Salesforce Service Console tools terminology and adapt to customers KPIs and operating reality.

What This Role Is NOT

• Not a generic ITIL certification trainer role

• Not a Salesforce configuration or development role

• Not a service transformation or consulting engagement

• Not focused on tool selection or organizational redesign

Remote Work :

No

Employment Type :

Full-time