Description
The Technical Architect — Salesforce ITSM is an execution-focused architect responsible for designing and delivering migrations from legacy IT Service Management platforms — ServiceNow, BMC Remedy, Cherwell, Ivanti, Jira Service Management — to Salesforce Service Cloud as an enterprise ITSM solution. As a member of the Strategic Migration CoE and Migration Factory, you will act as the primary technical authority for the ITSM track, owning the end-to-end solution design, ITIL process-to-Salesforce mapping, CMDB migration strategy, SLA and entitlement architecture, case and incident history migration, and knowledge article migration.

You will combine deep Salesforce Service Cloud expertise with ITIL v4 process knowledge and advanced data migration methodology to ensure that ITSM processes, historical records and operational data are transitioned with full fidelity and zero degradation of IT service quality.

Responsibilities
- Serve as the Technical Lead for Salesforce ITSM migration workstreams,



architecting the end-to-end transition from legacy ITSM platforms to Salesforce Service Cloud, including incident, problem, change, request, asset and CMDB modules.
- Design the ITIL process-to-Salesforce architecture — mapping legacy ITSM process flows (incident management, problem management, change management, service request, CMDB) to Salesforce Service Cloud objects, entitlements, milestones and automation.
- Own the CMDB migration strategy — profiling, cleansing and migrating Configuration Items (CIs), asset relationships, dependency maps and service topology from legacy CMDB to Salesforce Assets and related objects.
- Architect SLA and entitlement design — designing entitlement processes, milestone rules, SLA policies and escalation logic in Salesforce that replicate or improve legacy ITSM SLA behaviour.
- Design the case and incident history migration strategy — migrating open and historical incident, problem, change and service request records with full

📌 Salesforce Technical Architect (Hyderabad)
🏢 SalesForce-ad
📍 Hyderabad