ITSM Training Lead

Job Summary

To enhance ITSM education and process adoption, the full-time ITSM Training Lead will establish and execute a comprehensive training and enablement program, collaborating with stakeholders to deliver role-based training and support governance initiatives in a hybrid work environment.

Key responsibilities

• Develops and implements an enterprise ITSM training and enablement program aligned with ITSM priorities and governance requirements
• Creates and delivers role-based learning materials and training sessions for various ITSM processes, ensuring effective knowledge transfer
• Maintains training evidence and documentation to support audit readiness and identifies areas for process improvement and data quality enhancement

Required qualifications

• Bachelor's degree in Information Technology, Business Administration, or a related field, or equivalent professional experience
• 5+ years of experience in IT Service Management, governance, or training and enablement
• 3+ years of experience with ITSM processes such as Change, Incident, and Problem Management
• Experience developing training materials for diverse audiences, including online content
• Strong working knowledge of the ServiceNow platform and its workflows