Salesforce
AI CRM
PrincipalSpecialistSolutionEngineer,ITSM&EmployeeService
Neural analysis suggests this role is
optimal for Senior candidates.
“Principal Specialist Solution Engineer, ITSM & Employee Service at Salesforce. Skills: ITSM, Employee Service, AI CRM, Agentforce, Solution Engineering. 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”
What You'll Achieve.
transform how organisations deliver IT and HR services; reduce friction; elevate the employee experience; drive measurable business outcomes; deliver aligned, high-impact solutions; deliver amazing experiences that customers love
Industry & Context.
translate complex business problems into scalable, value-driven solutions
What They're Looking For.
Must Have
3 + years in solution engineering, pre-sales, or technical consulting, with hands-on ITSM expertise, 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.
Nice to Have
Hands-on experience with AI agents, MCPs, APIs and IDE tools, 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)
What You'll Do.
Lead discovery with IT and HR stakeholders to surface real challenges and map them to Salesforce ITSM and Employee Service solutions
insight-led demonstrations across IT Service Management
and Agentforce capabilities — including autonomous agents
and agent orchestration
Design and articulate end-to-end architectures spanning case management
and AI-driven service operations
Build and maintain demo environments grounded in real-world ITSM scenarios: incident
change request management
and collaboration workspaces
Showcase how Agentforce can orchestrate workflows across systems — autonomously resolving incidents
and augmenting service teams at scale
Bring AI tools into your day-to-day work — using coding agents
and Agentforce capabilities to build faster
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
and technical validation activities
Collaborate across sales
and partner teams to deliver aligned
high-impact solutions
Support enablement — demos
best practices — and stay sharp on AI
and enterprise service management trends
How You'll Work.
Team & Collaboration
Partner closely with Account Executives; Collaborate across sales, product, and partner teams
Communication Scope
presentation and storytelling; articulate business value and ROI to both technical and business audiences
Full Job Description
_To get the best candidate experience, please consider applying for a maximum of 3 roles within 12 months to ensure you are not duplicating efforts._ Job Category Sales Job Details ****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. Ready to level-up your career at the company leading workforce transformation in the agentic era? You’re in the right place! Agentforce is the future of AI, and you are the future of Salesforce. **About the Role** 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. **What You 'll Do** * 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, a
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