Solution Owner of ITSM

Hyland • ,

1d • $135,000 - $156,000 • Remote

About The Position

Solution Owner aka Salesforce DeveloperLocation: United States Work Arrangement: Remote
Hyland is looking for a strategic and collaborative Solution Owner aka Salesforce Developer to join our team. In this role, you will be at the center of solution creation — gathering requirements, enabling internal teams, and acting as a key liaison between business and R&D. You'll bring thought leadership, a passion for innovation, and the ability to drive cross-functional initiatives that shape how our solutions are built, positioned, and brought to market. If you're someone who thrives at the intersection of strategy, technology, and people, this role is for you.

Requirements

• 3–5 years of Salesforce Administrator and Developer experience
• Current Salesforce Administrator Certification
• Strong hands-on experience with Salesforce standard objects and data model
• Strong hands-on experience with Flow Builder (medium to complex logic)
• Strong hands-on experience with Approval processes
• Strong hands-on experience with Data import and export using Inspector or Data Loader
• Working knowledge of ITIL frameworks and ITSM processes
• Strong understanding of Salesforce security model (profiles, permission sets, sharing rules)
• Ability to translate business requirements into scalable technical solutions
• Experience with Salesforce integration with external applications
• Experience with Integration patterns (REST/SOAP APIs)
• Knowledge of AI and AI Agent capabilities using Salesforce Platform
• Bachelor's degree or equivalent experience with a demonstrated background in a solution-focused or product management role.
• Experience with relevant programming or database technologies.
• Strong critical thinking and problem-solving skills with the ability to work independently with minimal oversight.
• Demonstrated ability to write high-quality documentation and compose deliverables throughout the solution creation and launch process.
• Able to thrive in a fast-paced, deadline-driven environment.

Nice To Haves

• Basic to intermediate Apex knowledge (triggers, classes, debugging)
• Hands-on experience using Salesforce AI capabilities
• Effective at educating and conveying information through compelling presentations to diverse internal and external audiences.
• Excellent collaborative skills applied successfully within a team as well as across other functional areas and business units.
• Experience participating in trade shows, customer advisory meetings, or similar industry events to maintain relevance in the solution and industry space.
• Proven ability to mentor, coach, and train other team members, raising the overall capability and knowledge of the function.
• Experience leading cross-functional solution initiatives and coordinating efforts across teams to achieve shared business objectives.

Responsibilities

• Collect solution requirements from multiple sources, including the solution delivery team, to support the creation of effective and scalable solutions; act as a liaison with R&D for defining and refining those requirements.
• Design, configure, and continuously improve ITIL-aligned processes: Incident Management, Incident Response Lifecycle, Problem Management, Change Management, Service Request Management, Knowledge Management, Asset Management.
• Identify AI capabilities to optimize support processes.
• Drive adoption of AI-enabled support capabilities to reduce MTTR, increase first-contact resolution, and provide actionable insights into incident trends and operational performance.
• Design, build, and maintain medium to complex Salesforce Flows.
• Configure Approval processes for change and service workflows.
• Configure Permissions and Permission Set groups.
• Configure Public groups, roles, queues, and assignment rules.
• Use of DevOps Tools.

Benefits

• career development resources
• wellbeing programs
• innovation practices

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree