IT Service Management Training Specialist

PRIMARY PURPOSE:

The IT Service Management Training Specialist is responsible for supporting the development, delivery, and continuous improvement of onboarding and training programs for IT Service Management employees. The IT Service Management Training Specialist develops, maintains, and updates training materials; delivers structured small-group and one-on-one training sessions; and evaluates training effectiveness through feedback and performance outcomes. The IT Service Management Training Specialist collaborates with documentation staff, leadership, and subject matter experts to ensure training content accurately reflects current tools, processes, and service management standards, and supports consistent, high-quality service delivery.

Responsibilities

PRIMARY DUTIES:

40% New Hire Instruction and Onboarding Delivery:

• Provides structured onboarding and initial instruction for new hires in alignment with the New Employee Onboarding Roadmap.
• Delivers training in administrative processes (e.g., time and attendance, leave procedures), operational tasks (e.g., creating and managing trouble tickets, use of web phone and collaboration tools), and core ITSM systems and tools (e.g., Jira, Confluence, Beyond Trust, IT Knowledge Base, IAM tools).
• Guides trainees through required learning goals and evaluates competency through exercises such as test tickets and observed workflows, providing feedback and approval as required.

20% Training Content Development and Maintenance:

• Participates in the ongoing development, review, and maintenance of training content and materials.
• Works collaboratively with the team and stakeholders to identify gaps, address deficiencies, and incorporate updates or new components into training modules as processes, tools, or service models evolve.
• Ensures training materials align with documented procedures and onboarding requirements

20% Coordination, Planning and Work Management:

• Collaborate with the team and managers to plan and coordinate training activities, establish and meet delivery timelines, and provide regular progress updates.
• Maintains transparency of work through project management, issue tracking, and collaboration tools to track training readiness, onboarding progress, and outstanding issues related to training delivery and content.

20% Quality Assurance and Compliance Support:

• Supports quality assurance and compliance by validating that training materials and onboarding activities accurately reflect current processes, tools, and organizational standards.
• Collaborates with internal and external subject matter experts and stakeholders as needed to ensure training content remains accurate, consistent, and aligned with institutional requirements and service management best practices.
• Identifies errors or omissions and initiates updates through established documentation and ticketing processes.

Qualifications

MINIMUM QUALIFICATIONS:

This position requires a high school diploma or equivalent, and 1-2 years of related experience. Appropriate college coursework or vocational/technical training may substitute at an equivalent rate for the required experience.