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ITIL v4 Trainer – Salesforce Service Console | rs - Bengaluru
Job Description & How to Apply Below
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
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