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IT Support Technical Writer

ServiceNow Trainer

Remote / Online - Candidates ideally in
Charlotte, Mecklenburg County, North Carolina, 28245, USA
Listing for: Nelson Frank
Remote/Work from Home position
Listed on 2026-01-01
Job specializations:
  • IT/Tech
    IT Support, Technical Writer
Job Description & How to Apply Below

Job Title

Trainer - Service Management Training (SMT) - US

Employment Type

Direct Hire

Location & Travel

Remote, Hybrid, On Site:
Home-based / Hybrid (US-based) - 3 days on site. Virtual delivery with occasional in-person training travel as needed.

Compensation

Rate/Salary: TBD. Competitive salary + performance-based bonuses.

  • Group pension with employer contribution
  • Comprehensive health insurance
  • Death-in-service cover
  • Professional development & training
  • Work on cutting-edge AI & Service Now initiatives
Education & Seniority Required

3+ years in training or instructional design (preferably ITSM or Service Now).

Certifications (Preferred or Required)
  • Service Now CSA - desirable
  • ITIL Foundation+ - desirable
  • Instructional Design/Education degree - desirable
  • Experience with CSDM, ITSM, ITOM - highly advantageous
Platform / Project
  • Team Size & Titles:
    Works with Service Now SMEs, architects, delivery teams, client stakeholders
  • Licensing Purchased vs. Implemented:
    Not specified
  • Customization vs. OOTB:
    Not specified (training focused on best practices & frameworks)
  • What Service Now Version:
    Not specified
  • Third Party Tools Integrated:
    PowerPoint, e-learning tools (not fully specified)
Project Scope (Responsibilities)
  • Design, develop, update Service Now/Service Management training
  • Deliver virtual & in-person training
  • Stakeholder analysis & engagement
  • Support OCM strategies, communications, readiness assessments
  • Ensure content accuracy with SMEs and feedback-driven improvements
Company Selling Points
  • Work with a global Service Now Elite Partner on high-impact AI & Service Now programs
  • Strong emphasis on professional development and certifications
  • Collaborative, supportive team environment working with SMEs and architects
Candidate Prescreening Questions
  • Do you have 3+ years in Service Management or Service Now-related training?
  • Have you delivered training on CSDM, ITSM, or ITOM?
  • Can you create training content (slides, exercises, assessments) from scratch?
  • Do you have experience with stakeholder analysis or stakeholder management?
  • Are you able to work US hours and travel when needed for in-person sessions?
  • Do you hold any Service Now or ITIL certifications?
    • Other Notes
    • Strong communication, facilitation, and content creation required
    • Must simplify complex concepts for diverse audiences
    • OCM experience (communications, readiness, impact assessments) is a major plus
    • Hybrid delivery (virtual + in-person) preferred
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