ITIL v4 Trainer – Salesforce Service Console | rs - Bengaluru

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

Job Description

ITIL v4 Trainer – Salesforce Service Console

Location:

Bangalore

Mode of Delivery:
Virtual Instructor-Led Training

Experience:

6–12 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