Principal Specialist Solution Engineer, ITSM – Employee Service

Role Overview

• 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
• 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.
• 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

Tech Stack

• Cloud
• ITSM

Benefits

• Unleash Your Potential
• Health insurance
• 401(k) matching
• Flexible working hours
• Paid time off
• Remote work options