Training Manager - ServiceNow

Job description (FTE or Contract. Ideally Charlotte, NC based but can offer fully remote with client-site business travel)

My client is seeking an experienced ServiceNow Trainer to design, develop, and deliver high-quality training programs focused on Service Management topics, including Services, Offerings, CSDM (Common Service Data Model), and related frameworks. This role involves creating engaging training materials, leading interactive sessions, and ensuring participants gain practical knowledge to apply in real-world scenarios. You will work closely with subject matter experts and stakeholders to ensure content accuracy and relevance, and act as a trusted resource for best practices in Service Management education.

Responsibilities

Training Design & Development

• Create comprehensive training materials, including presentations, guides, exercises, and assessments.
• Ensure content aligns with industry standards, internal frameworks, and client requirements.
• Incorporate practical examples and case studies to enhance learning outcomes.

Delivery & Facilitation

• Lead engaging training sessions (virtual and in-person) for internal teams and clients.
• Adapt delivery style to suit different audiences and learning preferences.
• Encourage participation and manage Q&A effectively to reinforce understanding.
• Proactively provide feedback, reporting and recommend adjustments to clients where appropriate, to enhance participant learning outcomes

Content Management & Continuous Improvement

• Maintain and update training materials to reflect evolving best practices and ServiceNow capabilities.
• Gather feedback from participants and stakeholders to improve future sessions.
• Stay current with developments in Service Management, CSDM, and related methodologies.

Collaboration & Stakeholder Engagement

• Stakeholder analysis and mapping, maintaining a stakeholder matrix
• Work with ServiceNow experts, architects, and delivery teams to validate technical accuracy.
• Partner with client stakeholders to schedule sessions and track attendance.

Organisation Change Management

• Guide clients on people readiness or behavioural change by creating OCM strategies or plans.
• Support the OCM activities with developing targeted communications which complement the training strategy.
• Assist in change management activities such as impact and readiness assessments.

Qualifications

• ServiceNow Certified System Administrator – desirable.
• ITIL Foundation or higher – desirable.
• Experience with CSDM and ServiceNow modules (ITSM, ITOM) – highly advantageous.
• Degree or certification in Education, Instructional Design, or related field – desirable.

Competencies

• Stakeholder analysis or mapping, stakeholder management
• Strong communication and facilitation skills with the ability to simplify complex concepts.
• Excellent content creation skills (PowerPoint, e-learning tools, documentation).
• Ability to manage multiple training projects and deadlines.
• Collaborative mindset and ability to work with technical and non-technical stakeholders

Experience

• 3+ years in training or instructional design roles, ideally within IT Service Management or ServiceNow environments.
• Proven experience creating and delivering technical or process-oriented training programs, tailoring content for differently impacted groups