ITIL v4 Trainer – Salesforce Service Console | Immediate Joiners - Bengaluru

Job Description

ITIL v4 Trainer Salesforce Service Console

Location: Bangalore

Mode of Delivery: Virtual Instructor-Led Training

Experience: 612 Years

Positions: 1

Start Date: Immediate

Role Overview

We are seeking an experienced ITIL v4 Trainer with strong expertise in Salesforce Service Cloud / Service Console to design and deliver a customized, platform-based ITIL v4 training program. The training must be practical, real-world, and mapped directly to service operations executed on Salesforce, not generic ITIL certification coaching.

The role involves delivering high-impact virtual training to a globally distributed audience across multiple geographies and time zones.

Key Responsibilities

• Design and deliver a custom ITIL v4 training curriculum aligned with business service operations
• Develop role-based learning paths for:
• Service Practitioners (Remote, Field, Logistics)
• Service Engineering teams (L2/L3, RCA, Problem Management)
• Map ITIL v4 practices to Salesforce Service Console workflows and objects, including:
• Cases, Work Orders, Assets, Knowledge, and Field Service
• Conduct virtual instructor-led training sessions for global audiences
• Drive engagement through interactive workshops, real-life scenarios, and hands-on exercises
• Demonstrate ITIL application across:
• Remote Monitoring & Diagnostics
• Field Services
• Service Engineering
• Spare Parts & Logistics
• Enable teams to improve SLA adherence, MTTR, availability, and customer satisfaction
• Customize training content to align with business KPIs, tools, and operating environments

Mandatory Skills & Experience

ITIL

• ITIL v4 Certification (Managing Professional preferred)
• Proven experience delivering custom ITIL v4 training programs
• Strong hands-on knowledge of:
• ITIL Service Value System
• Incident, Problem, Change, Request, Knowledge, SLA, CSI
• Service Design, Transition, and Operations

Salesforce

• Strong functional understanding of Salesforce Service Cloud / Service Console
• Ability to demonstrate ITIL workflows directly on Salesforce
• Prior experience in Salesforce implementation, consulting, or solution design (preferred)

Training & Facilitation

• Experience delivering virtual training to global, multi-cultural audiences
• Proven ability to deliver enterprise-level, customized training
• Excellent communication, facilitation, and stakeholder management skills

Nice-to-Have Skills

• Exposure to Field Service Management (FSM)
• Experience in OT / industrial or asset-heavy environments
• Experience with service maturity assessments and adoption roadmaps
• Background in remote operations or engineering services

Deliverables

• Customized ITIL-on-Salesforce training curriculum and agenda
• Role-specific learning paths and training modules
• Training decks and participant materials
• Business-specific case studies and practical exercises
• Post-training reference materials

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