Service Instructor

Overview

We are seeking an experienced Service Now Instructor to support a large-scale technical services initiative. This role will be responsible for designing, developing, and delivering comprehensive training programs to operational teams, with a focus on Service Operations Workspace and Platform Analytics. The ideal candidate brings a strong background in instructional design, technical training delivery, and translating complex system processes into clear, user-friendly learning materials.

• Participate in project and team meetings to support the development and alignment of training materials.
• Collaborate with product owners, business analysts, and operational stakeholders to understand current workflows and translate them into effective training content.
• Design and develop end-to-end training materials, including job aids, guides, and knowledge resources tailored to multiple user personas.
• Deliver training in classroom, virtual, and train-the-trainer formats.
• Ensure all training materials align with organizational processes, quality standards, and accessibility requirements.
• Gather and incorporate feedback to continuously improve training effectiveness and user adoption.
• Maintain documentation, version control, and consistency across all training modules.
• Produce clear, actionable, and easy-to-understand materials that support operational success and system utilization.

• 5+ years of experience in training development, instructional design, or operational procedure documentation.
• 5+ years of strong written and verbal communication skills, with the ability to simplify complex technical processes.
• 5+ years delivering instructor-led and train-the-trainer sessions.
• 3+ years of hands‑on experience with Service Now ITSM applications, including Service Operations Workspace, Reporting, and Platform Analytics.

• 3+ years as a Certified Service Now Administrator (CSA).

• Work for one of the largest public-sector organizations in Texas – a well-funded, highly visible agency leading major technology and digital transformation initiatives across the state.
• Strong career growth potential – with the size and scope of the organization, there are multiple paths for advancement and long-term opportunities for professionals who perform well.
• Be part of a high-impact, statewide modernization effort – this role supports a major initiative focused on improving how residents access and manage essential services online, creating real, measurable impact for millions of users.
• Modern, newly updated office environment – professional, business-casual workplace with a collaborative team setting.
• Meaningful work, not just a seat on a team – this position plays a direct role in driving user adoption, operational success, and organizational transformation.

Eight Eleven Group (DBA Calculated Hire) provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, national origin, age, sex, citizenship, disability, genetic information, gender, sexual orientation, gender identity, marital status, amnesty or status as a covered veteran in accordance with applicable federal, state, and local laws.