Key Responsibilities:

Training Design & Delivery

• Design, develop, and deliver instructor-led, virtual, and self-paced training programs covering ServiceNow ITSM and/or CSM modules, including Incident, Problem, Change, Request, Knowledge, and Case Management.

• Build role-based curricula tailored to end users, agents, fulfillers, managers, and administrators.

• Create high-quality training materials including facilitator guides, participant workbooks, quick reference guides, eLearning modules, video tutorials, and hands-on lab exercises.

• Conduct live training sessions in classroom, virtual, and hybrid environments, adapting delivery style to diverse audiences and learning preferences.

Platform Expertise & Content Accuracy

• Maintain in-depth, hands-on knowledge of ServiceNow platform capabilities, configurations, and best practices.

• Partner with ServiceNow administrators and developers to ensure training reflects current platform configuration, customizations, and release updates (e.g., Vancouver, Washington, Xanadu, and beyond).

• Update training content following major platform upgrades, new feature rollouts, and changes to organizational processes.

• Build and maintain training environments, demo data, and sandbox instances to support realistic, hands-on learning.

Documentation & Knowledge Management

• Maintain a centralized library of up-to-date training resources, job aids, and knowledge articles.

• Contribute to the ServiceNow Knowledge Base to support self-service learning and reduce repeat support requests.

• Document training processes, schedules, and onboarding pathways for new hires and newly licensed users.

Required Qualifications:

• 3+ years of hands-on experience with the ServiceNow platform, with demonstrated expertise in ITSM and/or CSM modules.

• 2+ years of experience designing and delivering technical training to varied audiences, including end users, agents, and technical staff.

• Strong working knowledge of core ServiceNow concepts: tables, forms, lists, workflows, business rules, UI policies, ACLs, service catalog, and reporting/dashboards.

• Proven ability to translate complex technical functionality into clear, practical, role-relevant learning content. • Excellent presentation, facilitation, and written communication skills.

• Ability to manage multiple training initiatives simultaneously and meet delivery deadlines.

Preferred Qualifications:

• Prior experience as a ServiceNow Administrator, including configuration of forms, workflows, business rules, and the service catalog.

• Healthcare industry experience is strongly desired, including prior support of ServiceNow within a hospital, health system, payer, or other healthcare organization, with familiarity in HIPAA, PHI handling, clinical workflows, and healthcare-specific service management needs.

• Knowledge of ITIL framework and processes; ITIL Foundation certification preferred.

• Experience with instructional design methodologies (e.g., ADDIE, SAM) and adult learning principles.

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Key Competencies:

• Strong customer-service orientation and patience when working with learners of varying technical backgrounds.

• Self-starter who can operate independently while collaborating across IT, business, and clinical teams.

• Detail-oriented with strong organizational and project management skills.

• Comfort working in a fast-paced environment with evolving platform capabilities and business priorities.

• Commitment to continuous learning and staying current with ServiceNow releases and industry trends.