ITIl_V4_Salesforce_Trainer

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)

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 customer’s 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