SeniorAdministrator - Process Management, ServiceNow

Job Summary

The Service Desk Trainer is responsible for designing, developing, and delivering training programs that enable Service Desk analysts to provide high-quality technical support and customer service. The role focuses on new hire onboarding, process training, ITIL best practices, technical upskilling, knowledge management, soft skills development, and continuous learning initiatives to improve operational performance and customer satisfaction 
Job Description : Key Performance Indicators (KPIs)\\\\r\\\\n\\\\r\\\\nTraining Effectiveness Score\\\\r\\\\nCertification Pass Percentage\\\\r\\\\nNew Hire Readiness Score\\\\r\\\\nReduction in Repeat Errors\\\\r\\\\nCSAT Improvement\\\\r\\\\nSLA Compliance Improvement\\\\r\\\\nKnowledge Assessment Scores\\\\r\\\\nAttrition During Training\\\\r\\\\nTime to Competency\\\\r\\\\n\\\\r\\\\n\\\\r\\\\nPreferred Industry Experience\\\\r\\\\n\\\\r\\\\nIT Service Desk Operations\\\\r\\\\nGlobal Managed Services\\\\r\\\\nTechnical Support Centers\\\\r\\\\nEnterprise IT Support Environments\\\\r\\\\nServiceNow-Based Service Desks

Key Responsibilities

Job Responsibilities : Training Delivery Conduct induction and onboarding programs for new Service Desk employees. Deliver classroom, virtual, and hands-on technical training sessions. Facilitate refresher training programs on process, tools, and technology updates. Conduct floor-walking and side-by-side coaching sessions. Manage training calendars and learning schedules. [Service_De...quirements | Word] Curriculum Development Develop training content, learner guides, SOPs, and training manuals. Create ServiceNow and ITSM process training materials. Design assessments, quizzes, knowledge checks, and certification programs. Update training content based on process or technology changes. Build role-based learning paths for Service Desk Analysts, SMEs, and Team Leads. [Service_De...quirements | Word], [Reporting...864646144_ | Word] Technical Training Deliver training on: Incident Management Request Fulfillment Active Directory Microsoft 365 Windows OS VPN Support Remote Troubleshooting ServiceNow Ticketing ITIL Processes Support skill development aligned to customer environments and support models. [Service_De...quirements | Word] Performance Improvement Identify training needs through quality audits, SLA performance, and customer feedback. Conduct targeted coaching for underperforming analysts. Partner with Quality and Operations teams to improve performance metrics. Support corrective and preventive action plans. [Incident M...escription | Word] Knowledge Management Maintain and enhance Service Desk knowledge repositories. Ensure training materials align with knowledge articles and runbooks. Drive knowledge sharing and best-practice adoption across teams. Promote self-help and shift-left initiatives. [Incident M...escription | Word], [GlobalAMS_GSD_AMS | Word] Reporting & Governance Track training completion and certification compliance. Measure training effectiveness through assessments and operational KPIs. Publish training dashboards and readiness reports. Provide recommendations for continuous learning improvements

Skill Requirements

Required Skills Service Desk & ITSM Service Desk Operations Incident Management Request Management Knowledge Management Problem Management Fundamentals ITIL Framework Training & Facilitation Curriculum Design Instructional Design Adult Learning Methodologies Virtual Training Platforms Coaching & Mentoring Presentation Skills Technical Skills ServiceNow Microsoft 365 Active Directory Windows Operating Systems Remote Support Tools SCCM / Intune (Preferred) Reporting & Analytics Advanced Excel PowerPoint Power BI (Preferred) Training Metrics Analysis

Other Requirements

Qualifications Education Bachelor\'s Degree in Information Technology, Computer Science, Engineering, or related field. Certifications (Preferred) ITIL Foundation V4 Microsoft Certifications HDI Support Center Analyst Train-the-Trainer Certification ServiceNow Fundamentals Key Competencies Excellent Communication Skills Facilitation & Presentation Excellence Coaching & Mentoring Customer Service Orientation Analytical Thinking Stakeholder Management Organizational Skills Continuous Learning Mindset