IT Service Enablement Specialist; US, Remote

IT Service Enablement Specialist (US, Remote)

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The IT Services Enablement Specialist plays a crucial role in ensuring our production support and software development teams deliver exceptional service to our clients. This position is execution-focused and typically works on projects that are more limited in scope but support a larger program's success. The role requires strong organizational skills, clear communication at all levels, accountability for stakeholders, and a focus on delivering project-level goals to drive positive outcomes for our IT Services Delivery Team.

• Deliver onboarding projects for new hires to accelerate their ramp‑up time and ensure they are equipped with the necessary skills to deliver high‑quality service. Training includes tools, processes, standards, and baseline product knowledge.
• Create, update, and deliver training projects in partnership with subject matter experts that align with company strategies, service offerings, and best practices.
• Create, update, and deliver continuous learning programs for service delivery teams to learn about new or changed capabilities from the client and the progress within the team based on experience and skills.
• Facilitate workshops, webinars, and hands‑on training sessions as needed.
• Use surveys, assessments, and feedback to evaluate the effectiveness of training programs.

• Deliver projects and provide oversight on procedures for creating and curating centralized knowledge repositories (e.g., runbooks, wikis) for tools/process usage guides, technical procedures, troubleshooting guides, and best practices.
• Partner with client documentation and technical writing teams to ensure IT Service Delivery knowledge content meets the quality and style standards of the client organization.
• Support knowledge sharing initiatives and communities of practice that foster cross‑functional collaboration, learning, and service delivery performance improvements.
• Use surveys, assessments, and feedback to evaluate the effectiveness of knowledge management projects.

• Deliver projects and provide oversight on quality‑standard programs for production support and software engineering teams, focusing on continuous improvement over time.
• Work closely with service delivery teams to monitor and maintain service quality, ensuring it meets or exceeds established benchmarks.
• Conduct thorough testing and inspection of services to identify issues and ensure compliance with quality standards.
• Provide feedback and guidance to individual team members and managers to ensure improvements and feedback loops exist.
• Use surveys, assessments, and feedback to measure the effectiveness of quality and process improvement programs.

• Approach all responsibilities with a project‑management mindset to support larger programs, each containing many projects that contribute to overall success.
• Leverage project‑management tools such as project plans, stakeholder analyses, RAID logs, DACIs for decision‑making, and RACIs for projects.
• Employ stakeholder management and communication best practices to ensure projects deliver exceptional service.
• Collaborate with service enablement and service delivery teams to identify gaps and opportunities for improvement over time.

• Education: A bachelor’s degree in a relevant field such as Business, Education, Engineering, or Communications. Equivalent experience will also be considered.
• Experience: 3+ years of experience in training, quality assurance, enablement, project/program management, or transformation – ideally in a services or customer‑facing role.
• Skills: Strong analytical skills, attention to detail, excellent facilitation, presentation, project‑management foundation, proficiency in Google Workspace, and quality‑assurance methodologies and tools.
• Desired Attributes: Problem‑solving, adaptability, team player.

• Increased efficiency and effectiveness of production support and software…