Salesforce Developer - Solution Owner of ITSM

Overview

Salesforce Developer / Administrator
Location: 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.

Your Role Responsibilities? Here's What You'll Do. 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.

Key Responsibilities

ITIL / Incident Response

• Design, configure, and continuously improve ITIL-aligned processes

o Incident Management \ Incident Response Lifecycle

o Problem Management

o Change Management

o Service Request Management

o Knowledge Management

o Asset Management

AI Enablement

• 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.

Salesforce Administration & Configuration

• Configure and manage:

o Design, build, and maintain medium to complex Salesforce Flows

o Approval processes for change and service workflows

o Permissions and Permission Set groups

o Public groups, roles, queues, and assignment rules

o Use of DevOps Tools


Required Qualifications

• 3-5 years of Salesforce Administrator and Developer experience

• Current Salesforce Administrator Certification
ITSM experience

• Strong hands-on experience with:

o Salesforce standard objects and data model

o Flow Builder (medium to complex logic)

o Approval processes

o 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

o Integration patterns (REST/SOAP APIs)

• Knowledge of AI and AI Agent capabilities using Salesforce Platform

Preferred / Nice-to-Have

• Basic to intermediate Apex knowledge (triggers, classes, debugging)

• Hands-on experience using Salesforce AI capabilities

Key Competencies

• Strong problem-solving and analytical skills

• Detail-oriented with a focus on data quality and process efficiency

• Ability to work in a structured, release-driven environment

• Effective communication with technical and business stakeholders

• Documentation discipline (flows, configurations, release notes)

Technology Tools
Relevant Programming or Database Technologies
Salesforce
ITIL & ITSM
Presentation and Collateral Development Tools (e.g., PowerPoint, Google Slides)
Marketing and Enablement Platforms

Role Essentials
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; up to 20% travel time required.

What We'd Like to See
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.

About Hyland
Hyland is the pioneer of the Content Innovation Cloud™, delivering ubiquitous enterprise intelligence to organizations with solutions that unlock actionable insights and drive automation. © Hyland. All rights reserved.

Trusted by thousands of organizations worldwide, including many of the Fortune 100, Hyland's solutions create the foundation for a connected, agentic enterprise, where teams harness the power of AI to redefine how they operate and engage with those they serve. For additional information on Hyland's platform and services, please visit Hyland.com.

#HylandLife

Since 1991, it has been Hyland's mission to help our employees, customers and partners exceed their potential with our industry-leading content services platform. Our employees exude a contagious energy and are passionate about what they do - whether it's helping customers succeed, raising up their fellow Hylanders, or engaging in the communities where they live and work.

The #HylandLife hashtag encompasses our employee-centric culture. Our employees live our culture day in and day out by bringing their best self to work. Hyland supports them to do just that through career development resources, wellbeing programs and innovation practices. We thrive on diverse viewpoints and new ideas and believe that a positive, inclusive workplace is imperative to sustainable success.

As we've grown to a company of nearly 4,000 strong, we have the opportunity to make a significant impact on our communities. We strongly support employee initiatives and align our giving campaigns and programs to organizations that are important to them.

Hyland is an equal opportunity employer. We value diversity and are committed to providing an inclusive workplace for all employees and applicants. Employment decisions are made without regard to any characteristic protected by applicable laws and regulations. Information collected during the hiring process is used solely to assess qualifications, verify identity, and comply with legal requirements.