We are seeking an experienced ServiceNow Trainer to design, deliver, and continuously improve training programs that empower end users, fulfillers, and administrators to maximize the value of our ServiceNow platform. The ideal candidate combines deep platform expertise with strong instructional skills, delivering engaging training in both ITSM and CSM environments. Prior experience supporting ServiceNow within a healthcare organization is highly desired, as the role will support training initiatives tailored to clinical, operational, and compliance-driven workflows. This role partners closely with platform administrators, process owners, and business stakeholders to ensure adoption, proficiency, and measurable outcomes across the organization.

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.