We are looking for a highly skilled Business Analyst/Consultant with Salesforce implementation experience, preferably in Service Cloud/ITSM environments

In this role, you will lead ITSM implementations, gather and translate business requirements, design scalable processes, collaborate with technical teams, and support clients through every stage of the solution lifecycle. The ideal candidate has a strong ITIL background and practical experience with IT Service Desk operations, process design, and system configuration.

Location: LATAM or Canada 

Job Requirements:

• 4+ years of Salesforce implementation experience, preferably in Service Cloud / ITSM environments.
• Strong knowledge of Salesforce Service Cloud or ServiceNow solutions (Cases, Knowledge, Entitlements, SLAs, Omni-Channel).
• Experience implementing ITSM processes (Incident, Problem, Change, Service Request).

Technical & Consulting Skills

• Ability to design scalable ITSM data models and service processes.
• Strong experience writing user stories, functional specifications, and process documentation.
• Understanding of security model, SSO, profiles/roles, and access governance.
• Experience with integrations (ERP, monitoring tools, ServiceNow, Salesforce, MuleSoft, etc.).
• Strong client-facing communication, workshop facilitation, and consulting skills.

Job Responsibilities:

Solution Design & Delivery

• Design and implement Salesforce ITSM / Service Cloud solutions aligned with ITIL practices.
• Configure incident management, service requests, problem management, and change management processes.
• Implement case lifecycle, SLAs, escalations, knowledge base, and automation workflows.
• Define data models, service catalog structures, and support processes.
• Create user stories, configuration documentation, and solution designs.
• Ensure alignment with best practices, security, and governance.

Stakeholder Engagement & Customer-facing

• Support project planning, effort estimation, and delivery management.
• Work with architects, developers, and integration teams.
• Ensure quality delivery, UAT readiness, and successful go-live.
• Support training, adoption, and operational transition.

What we offer:

• Competitive salary;
• 100% remote opportunity;
• Referral program
• Flexible work schedule
• Opportunities for professional growth and advancement;
• A collaborative and innovative work environment;
• 10 business days of paid vacation per year + 5 days of personal days off
• Support for participation in professional development opportunities (webinars, conferences, trainings, etc.);
• Regular team-building activities and bi-annual company-wide events.