The Bosch Group is looking for an ITIL v4 Salesforce Trainer to design and deliver a custom, practical ITIL v4 training program. You will contextualize ITIL principles to Salesforce Service Console workflows, focusing on remote monitoring, field services, engineering, and logistics for a global audience.
What You'll Do
- Design and deliver a custom ITIL v4 training curriculum aligned to business service operations.
- Develop custom learning paths for service practitioners (remote, field, logistics) and service engineering (L2/L3, RCA, problem management).
- Map ITIL practices to Salesforce Service Console workflows and objects like Cases, Work Orders, Assets, Knowledge, and Field Service.
- Deliver virtual instructor-led workshops to a global audience across multiple time zones.
- Drive high engagement through interactive sessions, real-life scenarios, and practical exercises.
- Demonstrate application of ITIL across: Remote Monitoring & Diagnostics, Field Services, Service Engineering, Spare Parts & Logistics.
- Enable teams to apply ITIL for improving service outcomes like availability, MTTR, SLA, and customer satisfaction.
What We're Looking For
- ITIL v4 certification (Managing Professional preferred).
- Proven experience delivering custom ITIL v4 training, not just certification coaching.
- Strong hands-on knowledge of ITIL v4 practices and the ITIL Service Value System.
- Strong understanding of ITIL practices (Incident, Problem, Change, Request, Knowledge, SLA, CSI) and service design, transition, and operations concepts.
- Strong functional understanding of Salesforce Service Cloud / Service Console.
- Ability to demonstrate ITIL workflows directly on Salesforce.
- Proven experience delivering virtual training to global, multi-cultural audiences.
- Proven experience delivering custom enterprise training.
- Excellent facilitation, communication, and stakeholder management skills.
Nice to Have
- Prior experience in Salesforce implementations, consulting, or solution design.
- Experience in OT / industrial services.
- Exposure to Field Service Management (FSM) solutions.
- Experience with service maturity assessments and adoption roadmaps.
- Background in remote operations, engineering services, or asset-heavy environments.
Technical Stack
- Salesforce Service Cloud / Service Console
Work Mode
This role involves training a global audience.
The Bosch Group is an equal opportunity employer.
