ITSM ServiceNow Instructor

Role: ITSM ServiceNow Instructor

Duration: 12 months

Location: Austin, TX (Onsite 4-5 days/week. Candidates must be local to the Austin area (within 50 miles).

Summary:

The client has issued a request for a ServiceNow Instructor to support ServiceNow training efforts for Service Operations Workspace and Platform Analytics.

Responsibilities include (but are not limited to):

Design, develop, and deliver training for ServiceNow s Service Operations Workspace and Platform Analytics

Translate technical workflows into clear job aids and classroom ready content

Facilitate live, virtual, and train-the-trainer sessions

Minimum Candidate Characteristics:

5+ years in training, instructional design, or writing operational procedures

3+ years of hands-on experience with ServiceNow ITSM, Service Operations Workspace, Reporting, and Platform Analytics

Exceptional Candidate Characteristics:

Experience with a Texas State Agency

Certified ServiceNow Administrator

Responsibilities:

As a ServiceNow Instructor, you will be responsible for designing, developing, and delivering training materials to support operational teams in the use of ServiceNow. The focus of training will be around Service Operations Workspace and Platform Analytics.

Key Responsibilities:

Participate in project and team meetings to support development of training.

Collaborate closely with product owners, business analysts, and operational users to understand current processes and needs to address in training.

Create end-to-end training materials, job aids, and knowledge resources for different personas.

Ensure training aligns with TxDOT processes, quality expectations, and accessibility.

Facilitate training in standard classroom, virtual, and train-the-trainer formats.

Incorporate feedback to iterate and refine training.

Ensure training materials are accurate, actionable, and easy to understand to promote user adoption.

Maintain version control and documentation across training modules.

Minimum (Required):

5+ years of Strong background in training development, instructional design, or operational procedure writing

5+ years of Excellent written and verbal communication skills; ability to translate complex processes into clear, concise materials

5+ years of Proven ability to deliver training in both facilitator-led and train the trainer formats

3+ years of Considerable knowledge of ServiceNow ITSM applications, Service Operations Workspace, Reporting, and Platforms Analytics