Principal Specialist Solution Engineer, ITSM & Employee Service

## Job Title Principal Specialist Solution Engineer, ITSM & Employee Service ## Job Category Sales ## About Salesforce Salesforce is the #1 AI CRM, where humans with agents drive customer success together. Here, ambition meets action. Tech meets trust. And innovation isn’t a buzzword — it’s a way of life. The world of work as we know it is changing and we're looking for Trailblazers who are passionate about bettering business and the world through AI, driving innovation, and keeping Salesforce's core values at the heart of it all. ## The Experience We're looking for a passionate, technically fluent Solution Engineer to join our ITSM practice — someone who thrives at the intersection of Enterprise Service Management (ESM) and the next generation of AI-powered work. In this role, you'll partner closely with Account Executives to design and deliver compelling Salesforce solutions that transform how organisations deliver IT and HR services. You'll help customers modernise operations on the world's #1 AI CRM — deploying intelligent agents, AI-powered automation, and workflow orchestration to reduce friction, elevate the employee experience, and drive measurable business outcomes. This is a consultative, high-impact role. You'll engage stakeholders from practitioners to C-suite executives, acting as a trusted advisor who can shape a solution vision and back it up technically. Deep ITSM expertise is core to this role — not a nice to have. ## Responsibilities - Lead discovery with IT and HR stakeholders to surface real challenges and map them to Salesforce ITSM and Employee Service solutions - Deliver tailored, insight-led demonstrations across IT Service Management, Employee Service, and Agentforce capabilities — including autonomous agents, virtual assistants, and agent orchestration - Design and articulate end-to-end architectures spanning case management, knowledge, automation, integrations, and AI-driven service operations - Build and maintain demo environments grounded in real-world ITSM scenarios: incident, problem, change request management, service catalogues, and collaboration workspaces - Showcase how Agentforce can orchestrate workflows across systems — autonomously resolving incidents, triaging requests, and augmenting service teams at scale - Bring AI tools into your day-to-day work — using coding agents, prompt-engineering, and Agentforce capabilities to build faster, demonstrate smarter, and deliver more value to customers - Act as a credible technical advisor throughout the sales cycle, clearly articulating business value and ROI to both technical and business audiences - Identify and frame opportunities for automation, workflow optimisation, and agent-led service transformation across IT and HR - Contribute to sales strategy, RFP/RFI responses, and technical validation activities - Collaborate across sales, product, and partner teams to deliver aligned, high-impact solutions - Support enablement — demos, webinars, best practices — and stay sharp on AI, Agentforce, and enterprise service management trends ## Requirements - 3+ years in solution engineering, pre-sales, or technical consulting, with hands-on ITSM expertise — this is a specialist role where ITSM depth is critical - Strong working knowledge of ITSM processes: incident, problem, change, and request management — and/or HR service delivery - Solid grounding in ITIL and Enterprise Service Management frameworks - Comfortable building with AI tools — you use AI in your workflow, you understand how agents work, and you can speak confidently about what's possible with Agentforce. Preferred Hands-on experience with AI agents, MCPs, APIs and IDE tools - Strong presentation and storytelling skills; you're as comfortable in a boardroom as you are in a technical deep-dive - Proven ability to translate complex business problems into scalable, value-driven solutions - Experience configuring or demoing cloud platforms and business applications - Curious, proactive, and customer-obsessed — you ask the right questions before reaching for the demo ## Nice to Have - Hands-on experience with Salesforce — particularly Service Cloud, Employee Service, or Agentforce - Experience with AI and automation technologies, including: - Virtual agents and conversational AI - Workflow and process orchestration tools - Expertise in ITAM, ITOM, and GRC domains - Salesforce certifications (Service Cloud Consultant, Platform App Builder, etc.) - Background with ITSM platforms such as ServiceNow or Jira Service Management - Experience in HR Service Delivery or IT helpdesk environments - Understanding of integrations, APIs, and enterprise systems (HRIS, ERP, identity management) ## Benefits When you join Salesforce, you’ll be limitless in all areas of your life. Our benefits and resources support you to find balance and be your best, and our AI agents accelerate your impact so you can do your best. Together, we’ll bring the power of Agentforce to organizations of all sizes and deliver amazing experiences that customers love. Apply today to not only shape the future — but to redefine what’s possible — for yourself, for AI, and the world.