Demonstrates expertise in training delivery and instructional design, with a strong focus on ITIL processes and ServiceNow toolsets. Capable of managing multiple training initiatives while ensuring high standards of customer service and stakeholder engagement.

Highest-signal resume keywords

Training Delivery SkillsServiceNow ToolsetsITIL ExperienceDocumentation SkillsStakeholder Engagement

Tech Stack

Tools & technologies

ServiceNow

About the role

Key responsibilities & impact

Provide training and coaching to Service Desk coworkers on excellent customer service
Provide training on ITIL processes
Deliver full systems training on ServiceNow, telephony, rostering, and other Service Management tools
Support the Learning and Development team with soft skills training
Ensure Service Desk staff are trained to consistent high standards
Create and maintain training documentation for Service Management and Service Desk processes
Create and maintain operational procedures and guidelines with Service Desk management
Coordinate with internal support teams, customers, and third-party suppliers on technical training needs
Provision training and development plans for the IT Service Desk
Drive continuous improvement of 1st/2nd line support through internal training and updated documentation
Evaluate training effectiveness and adapt training plans as required

Requirements

What you’ll need

Experience in training or enablement environments
Analytical and methodical thinking
Hands-on experience with ServiceNow toolsets
ITIL experience
Highly organised and detail-oriented
Ability to communicate at all levels
Proactive and self-motivated
Exposure to customer-facing or client service environments
Must be able to gain BPSS and SC clearance
Training delivery and presentation skills
Documentation and instructional design skills
Ability to manage multiple training initiatives simultaneously
Time and resource management
Stakeholder engagement and influence
Curiosity, a learner’s mindset, and willingness to engage with evolving technology and tools
Readiness to explore, adapt, and grow with AI integration

ATS Keywords

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Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills

Training DeliveryInstructional DesignITIL ProcessesServiceNowAnalytical ThinkingTime ManagementResource ManagementTraining EvaluationOperational ProceduresContinuous Improvement

Soft Skills

Highly OrganisedDetail-OrientedProactiveSelf-MotivatedEffective Communication

Tools & Technologies

ServiceNowTelephony SystemsService Management Tools

Certifications & Qualifications

BPSS ClearanceSC Clearance

Industry Keywords

Customer ServiceTraining and EnablementLearning and DevelopmentClient Service Environments